Job Opportunities API

The Company We're Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group, and we have a mission. We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death. We can't do it alone, and that's why we're assembling a team of top performers to build with us. Ready to be part of something big? The Role This is a founding manager role. Not "manage an existing team to an existing playbook" - there is no playbook yet. You'll write it. Our Customer Success team is the single point of contact for customers after a death, guiding them from the very first bereavement call through to the administration of the estate. We're standing this team up now, and we need someone to build it, run it and scale it. As a Sales Manager, you'll own the day-to-day running, performance and development of the team from day one - and then take it through a period of rapid growth. You'll launch new hiring cohorts, onboard them, and scale the team without letting quality slip. You'll design the sales playbooks, define how we track CSAT and quality, and report directly to leadership on how the model is performing. You won't be doing it with off-the-shelf tools, either. We're an AI-led business building our own CRM, and you'll be one of the loudest voices in shaping it - working with Tech and Product to define what your team needs, then using AI to drive throughput so every advisor can handle more, better, without ever losing the human touch that grieving families need. And the ground will keep moving in the best way: we're launching several new verticals and bringing new commercial partners on board. You'll help project manage those launches, adapting the team and its processes as the business grows around you. There will be ambiguity and a lot of moving parts. Your job is to thrive in that: bringing operational structure, calm and momentum, and helping your team feel supported as we shape the role and its tooling together. Key Responsibilities Build and run the founding team Bring probate sales and our bereavement support line together into one customer success team, and own its day-to-day: splitting work sensibly across the bereavement call, concierge, the probate quote, onboarding and executor support, and adjusting as priorities shift through the day. As founding manager, set up the team's ways of working from scratch: sales playbooks, processes, rotas, CSAT tracking and quality measures - and keep them evolving as we learn what works. Report directly to leadership on team performance, spotting trends early and turning data into action, keeping support-quality measures separate from conversion. Scale it fast, without dropping quality Rapidly grow the team ahead of the climb in volumes: launch new hiring cohorts, run interviews and selection, and own onboarding so every new joiner ramps quickly to the same high standard. Build the structured onboarding plans and growth programmes that let the team scale at pace while quality holds. Coach and develop: run regular 1-1s that build trust and give honest feedback, set lower performers clear and supportive plans to improve, and stretch everyone to do their best work in line with our values. Use AI to multiply what the team can do We're an AI-led tech business, and this role is at the sharp end of that. You'll use AI to drive throughput across the team - so advisors spend less time on admin and more time with the people who need them. Experiment, measure and roll out AI-assisted ways of working across the customer journey, from the first call through to estate administration. Shape the tools and the business around you Work with Tech and Product on the apps we're bringing into Ollie now, and on the CRM we're building ourselves - the unified system that will let yo