Seccl

Customer Support Manager

Seccl

full-time

Posted on:

Location Type: Hybrid

Location: Edinburgh • United Kingdom

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Salary

💰 £50,000 - £65,000 per year

About the role

  • Leading escalations with confidence – investigating complex issues and incidents, owning the resolution process and keeping communication clear across internal teams and customers
  • Solving problems with technical depth – digging into data, systems and workflows to identify root causes and deliver the right fix
  • Championing collaboration – acting as the bridge between internal teams and our customer firms, ensuring we’re aligned and tackling the right problems
  • Enabling and educating – supporting frontline colleagues with guidance, contributing to knowledge articles and helping shape best practice
  • Improving how we work – spotting recurring issues, suggesting smarter processes, and supporting the adoption of automation and tooling
  • Staying compliant and customer-first – making sure everything we do meets regulatory requirements and delivers excellent outcomes for our firms
  • Turning data into insights – monitoring customer health, analysing query trends and sharing findings that drive continuous improvement

Requirements

  • You are confident handling escalations and thrive on solving complex problems
  • You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services
  • You are comfortable with technical detail – maybe you’ve worked with APIs or system integrations before
  • You think in systems and data – turning patterns and trends into actionable improvements
  • You are calm, clear and credible in your communication, whether with a customer or presenting to stakeholders.
  • You are curious, collaborative and driven to make things better – for our customers, our team and our processes
Benefits
  • A salary between £50,000 and £65,000 – dependant on experience + reviewed annually
  • 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave
  • Two volunteering days per year
  • Option to work abroad for up to six weeks a year
  • Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget
  • Length of service award – one month paid sabbatical at eight years
  • 6% employer pension contribution, and life assurance
  • Private medical insurance with AXA Health
  • Enhanced Parental leave
  • MacBook and up to £500 home office set up budget
  • £750 per person learning budget
  • Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace
  • Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy
  • Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts
  • Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
APIssystem integrationsdata analysisproblem solvingautomationworkflow optimizationregulatory compliancetechnical troubleshootingincident resolutionprocess improvement
Soft Skills
communicationcollaborationconfidencecuriositycredibilitycalmnessdriveneducational supportleadershipcustomer focus