Customer Service Specialist - US Cards

Octopus Legacy

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 (you may have heard of some of our sister companies…) 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. But 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 As a Customer Success Specialist at Octopus Legacy (internally known as ‘Legacy Specialist’), you’ll guide people through some of the most meaningful decisions of their lives - and help them feel calm, confident and supported at every step. You’ll be the first voice our customers hear, the trusted advisor who explains their options clearly, and the problem-solver who ensures everything runs smoothly from the very first conversation to the final document. You’ll blend empathy with commercial awareness: supporting people during emotional moments while helping them choose the services that genuinely meet their needs. We want to be honest -  it won’t be easy. You’ll be speaking to people at difficult and emotional moments in their lives, often when they need guidance and reassurance the most. You’ll sometimes deal with complexity, high emotion, and situations where you’re holding space for someone who really needs support. It takes resilience, calm under pressure, and the ability to stay warm and clear even when conversations are tough. But if you’re someone who finds purpose in helping people when it matters most - and you thrive in a fast-paced, high-ownership environment - this role can be incredibly rewarding. You’ll have the freedom to be human - no scripts, no robotic call targets. With the right tools, trust, and training, you’ll take full ownership of the customer journey and spot opportunities to add value. At Octopus Legacy, how we work matters as much as what we do. As part of our founding Customer Success team, you’ll join at a pivotal time - helping us scale, shape the way we work, and deliver the best possible experience for our customers. Our values are simple: Customer-First. Work hard. Stay optimistic. Key Responsibilities: * Be the first point of contact for customers via phone, email, and chat - guiding them with clarity, warmth, and confidence. * Understand customer needs and recommend the right estate planning products and services. * Lead consultations, explain options clearly, and help customers make informed decisions. * Own the customer journey end-to-end - from initial enquiry to booking and document delivery - ensuring a seamless experience. * Hit and exceed personal and team targets for engagement, conversion, and customer satisfaction. * Keep accurate and confidential customer records. * Share insights and ideas to improve processes, resources, and the overall customer experience. * Collaborate across teams to drive efficiency and elevate service. * Bring energy, initiative, and a problem-solving mindset to help the team grow and succeed. Who Are You? * A compassionate communicator who builds trust easily - especially when conversations are tough. * Experience in sales, customer service, estate planning or other advisory roles. * Target-driven and commercially aware, with a desire to help customers choose what’s right for them. * Resilient and adaptable, with an ability to stay calm in high-pressure situations. * Organised, attentive to detail, and comfortable managing multiple priorities. * Proactive and solutions-focused, always thinking about how to make things better. * Confident using CRM tools and technology. * A team player who leads with kindness and genuinely cares about doing meaningful work. Why You’ll Love It Here * We’re part of a group that believes work should mean something. You’ll be trusted to do what’s right, supported to grow, and encouraged to share your ideas and shape the way we work. * You’ll be part of a team you can truly count on - colleagues who support each other and always put customers first, every day and at every step of your journey. * A fast-growing business with room to learn, grow and influence change. * Plenty of opportunities to learn, develop your skills and make a real impact. * Competitive commission structure, great benefits and opportunities to progress. Our Mission Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human. Share more than money: leave voice notes, music, recipes. Shape a legacy that connects you while you're here. And after you're gone. Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one. Death can come between us, leaving mess, legal fees, frustration. But it can also make us stronger. We see a world where people talk openly about death, and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.  Benefits: * Octopus share incentive scheme. * 27 days holiday + extra day off for your Birthday. * Work from anywhere in the world for up to 4 weeks per year. * Vitality Health & Life Insurance.  * Pension scheme. * Enhanced parental leave. * Free Will & LPAs + discounts on other Octopus services. * Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme. * Octopus Giving: we match any charitable fundraising that you do up to £500.  * Octopus Springboard: where we help our employees become fully-fledged entrepreneurs. * Dog friendly office. * Breakfast every day, snacks and wellness activities. We know that to be truly innovative, we need to have a diverse team around us. That is why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

NextEnergy Group

THE ROLE WiseEnergy is a trusted and established solar asset manager, offering all the services clients require to manage and optimise large-scale solar plants, from development and construction through to long-term operational asset management. We have an exciting opportunity for an experienced, passionate finance professional to support the delivery of finance asset management services to one of our most important clients in London. We are looking for someone who genuinely cares about the people they work with, naturally seeks to collaborate and enjoys the buzz of good camaraderie. Although, as with all finance roles, you will need to have exceptional attention to detail. This role is directly client-facing and requires someone with confidence to report the portfolio's performance and to handle client queries as they arise. In other words, you will be a key member of the team who can build and maintain good working relationships across a broad spectrum of stakeholders. The successful candidate will be a highly commercial and influential advisor to the clients, playing a pivotal role in ensuring timely reporting and analysis that drives future strategic decision making and value creation. The candidate will most likely have experience within previous FP&A roles and demonstrate strong analytical and problem-solving skills with a keen attention to detail and proficiency in financial modelling, combined with the ability to manage a team to support you in delivering an accurate and timely service. There is an expectation of consistency and accuracy of outputs, as well as delivering and maintaining a high degree of customer service (internal stakeholders). In view of this, you will be expected to appropriately flag issues and support their resolution through to the end and proactively drive continuous improvement. KEY RESPONSIBILITIES The following responsibilities are applicable to the circa 100 SPVs and HoldCo's which are owned by our listed client. Management Reporting * Management of the monthly and quarterly portfolio reporting outputs, consisting of the Profit and Loss, Balance Sheet, Cashflow and supporting reconciliations * Review of key reporting outputs to the internal client ensuring a high level of governance and accurate reporting * Present and deliver comprehensive portfolio financial results to the internal client, inclusive of regular management reporting and portfolio information included within the Fund's Annual and Interim reports * Responsible for the accounting of complex accounting entries, such as restructuring, acquisition, disposal and joint venture transactions * Close collaboration with other departments on monthly portfolio performance to ensure alignment of cross-departmental information presented Budgeting and Cost Management * Lead the annual budgeting and quarterly reforecasting processes, including collaborating with other departments that contribute to the budgeted numbers * Ensure appropriate levels of review and governance are in place * Present and deliver the quarterly fund model to operating budget reconciliation to the internal client, and the budget presentation meeting to stakeholders * Collaborate with Treasury and Debt Management departments to ensure alignment to short-term Cash Model and longer-term Lender Models * Highlight and investigate trends and variances in performance, and flag issues to different departments and stakeholders where financial trends are impacting cash or expected to exceed budgeted projections Ad-hoc Requests * Performing additional analyses and reconciliations required following presentation of regular portfolio results * Provision of financial information required for due diligence processes * Performing financial modelling and scenario analysis to support strategic initiatives * Collaborate with other departments to provide financial support and guidance and highlighting the financial considerations and implications for decision-making. * Lead on coordinating and/or project managing ad-hoc processes such as onboarding and offboarding in relation to acquisitions and disposals. Process Improvements * Define and establish the risk matrix on all reporting outputs, ensuring adequate controls are in place to mitigate the risk of material errors * Identify and implement improvements to processes to increase efficiency and accuracy of financial planning and analysis, and reporting tasks and client outputs * Continuous improvement and enhancement to the efficiency and accuracy of the portfolio budget model and reporting outputs Report Management and Training * Managing and mentoring the Reporting Team. SKILLS & COMPETENCIES   To be successful in this role, you will demonstrate: * Time management & prioritization skills - things can get a little hectic, so the ability to effectively manage yourself and your workload is critical * Excellent interpersonal and communication skills (in English and/or other European languages) - you must be able to organize your thoughts in a way that others find clear and compelling. You will be expected to together well-written, grammatically correct emails and other communications. When communicating verbally – whether over the phone, on video calls, in person or in meetings – you will need to be articulate, warm and engaging * Flexibility - being an effective team player means being flexible in your approach and open to getting involved with new things, even if they are not spelled out in your job description * Intellectual Curiosity – Finance is a broad and nuanced field and we are looking for someone who is truly interested in our profession and has the intellectual curiosity to delve deep into topics and bring fresh ideas into the team * IT Literacy - you need to be comfortable with IT systems and working with data (you should have at least intermediate-level excel) * Delivery focus – it may sound obvious, but the ability to proactively churn through work at pace and deliver quality outputs really matters! * Strong critical thinking and problem-solving skills * Passion for our mission ‘to generate a more sustainable future by leading the transition to clean energy * Our values: be a leader, build trust, be responsible, be innovative and ‘bring your alpha’. EXPERIENCE & QUALIFICATIONS  * Qualified accountant (essential) * 5+ years' experience in a similar role (essential) * Financial modelling experience (essential) * Excellent stakeholder management skills (essential) * Proven track record of process improvement (essential) * Experience of implementing automation tools / systems (desirable) * Renewable energy experience (desirable) * Fluent, advanced business level English (essential) * The right to work in the UK. WHAT WE OFFER (UK)    * A busy role in a supportive team, with plenty of opportunities to learn * International scope – we operate in over 8 countries * Hybrid working – we will need you in the central London (Mayfair) office at least twice a week, but you will normally be able to work remotely for the remainder of the week * 30 days’ holiday per year (3 of which are taken during the festive shutdown in December) * Private pension * BUPA Healthcare for you and qualifying dependents * Cycle to work and electric vehicle leasing schemes * Annual discretionary bonus.   HOW TO APPLY If you are interested in this opportunity, please follow the link to apply or send your application to careers@nextenergygroup.com. If you have been shortlisted for the next stage, we will be in contact within 14 days.    By selecting “Apply” or sending us your CV, you indicate you have read and acknowledged NextEnergy Group’s Candidate Privacy Notice. DIVERSITY AND INCLUSION   Our approach to diversity and inclusion is a natural extension of our values. Our entrepreneurial culture inspires us to try new things, be open to different viewpoints and be bold. Our Group is committed to cultivating and preserving a culture of connectedness that values difference and gives space for individual expression. The collective sum of our individual differences, life experiences, knowledge, innovation, self-expression, and talent and hard work form the bedrock of who we are and who we aspire to be. We are committed to equal employment and advancement opportunity irrespective of race, color, ancestry, social background, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability and gender identity. ABOUT US NextEnergy Group was founded in 2007 to become a leading market participant in the international solar sector.  Since its inception, it has been active in the development, construction, and ownership of solar assets across multiple jurisdictions.  NextEnergy Group operates via its three business units: NextEnergy Capital (Investment Management), WiseEnergy (Operating Asset Management), and Starlight (Asset Development). NextEnergy Capital manages the Group's investment activities and has invested in over 520 solar plants, exceeding 2GW in capacity across its institutional funds. * NextEnergy Solar Fund (NESF): Listed on the London Stock Exchange, NESF manages 102 solar and energy storage assets in the UK and Italy, with a total installed capacity of 983MW and a gross asset value of £1,014m. * NextPower II (NPII): A private fund of 105 solar plants (149MW) focused on Italy, successfully divested in January 2022, delivering net IRRs exceeding its 10-12% target. * NextPower III ESG (NPIII ESG): A private fund targeting solar infrastructure in OECD countries (e.g., US, Spain, Italy), with $896m raised, exceeding its $750m target. * NextPower UK ESG (NPUK ESG): A private fund dedicated to new-build solar plants in the UK, with ~£600m raised. * NextPower V ESG (NPV ESG): A private OECD solar fund investing in solar and adjacent technologies like battery storage. To date, it has raised $745m, targeting $1.5bn ($2bn ceiling). WiseEnergy® is NextEnergy Group’s operating asset manager.  WiseEnergy is a leading specialist operating asset manager in the solar sector.  Since its founding, WiseEnergy has provided solar asset management, monitoring, technical due diligence and under construction services to over 1,500 utility-scale solar power plants with an installed total capacity in excess of 3.4 GW.  WiseEnergy clients comprise leading banks and equity financiers in the energy and infrastructure sector.  Starlight is NextEnergy Group’s development company that is active in the development phase of solar projects.  It has developed over 100 utility-scale projects internationally and continues to progress a large pipeline of c.10GW of both green and brownfield project developments across global geographies. NextSTEP is the venture capital fund of NextEnergy Group, dedicated to investing in innovative startups in the field of environmental sustainability. The fund primarily focuses on investments in Italy and the United Kingdom but also extends its reach to the rest of Europe and the United States, targeting startups in the pre-seed and seed stages. NextSTEP pays particular attention to emerging entities from incubators, startup accelerators, universities, and research centers, supporting projects that address global challenges in crucial areas such as Climate Change, Energy Transition, CO2 Capture and Sequestration, Circular Economy, Sustainable Cities, Sustainable Mobility, Sustainable Fashion, Waste Management, Water and much more. NextEnergy Foundation is a non-profit organisation founded in 2016 by the NextEnergy Group that operates internationally and whose mission is to proactively participate in the global effort to reduce carbon emissions by providing clean energy sources in regions where they are not yet available and thereby contributing to poverty reduction. As the main sponsor of this foundation, the NextEnergy Group donates at least 5% of its consolidated net profits each year. The NextEnergy Foundation has no overhead costs and therefore 100% of the funds raised go to donations for the various projects. Since 2016, in 8 years of operation the foundation has donated more than £1.2 million, supporting over 30 projects in 27 different countries around the world.

Teya

Hello. We’re Teya. Teya was founded on a simple belief: local businesses deserve better. They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business. Teya exists to change that. We’re building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work. We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand. If you want to build meaningful products, solve real problems and make a genuine difference for local businesses, we’d love to hear from you The role As a Chargeback Specialist, you'll take the front line in the fight to win back merchants' money owning acquiring chargebacks end to end across every card scheme (Visa, Mastercard, American Express, and the smaller schemes such as JCB, Diners and UnionPay). You'll size up incoming disputes, decide how hard to fight and how, build the evidence that wins them, and drive cases through the full lifecycle from first chargeback to pre-arbitration and arbitration. Every case you win is real money back in a merchant's pocket. It's a role that sits right at the intersection of operations, fraud, and merchant experience — and you won't be a cog in a machine. As one of a small, fast-growing team, you'll have genuine ownership of your cases and a front-row seat to the impact: losses cut, money recovered, merchants made whole. What you'll do * Review incoming chargebacks, classify them by reason code, and determine the right course of action dispute, partially accept, or accept within scheme deadlines. * Build and submit dispute packages in the scheme portals, assembling merchant evidence (receipts, delivery confirmation, terms and conditions, communication logs) into clear, rules-based arguments. * Manage cases through the full dispute lifecycle: first chargeback, second presentment, pre-arbitration and arbitration, keeping case statuses accurate throughout. * Work merchant responses that come through the ticketing queue, requesting further information where evidence is insufficient and keeping merchants informed of progress and outcomes. * Identify and action one-sided dispute cases that can be challenged without merchant input (for example, transactions already refunded, time-barred chargebacks, or disputes against terminated fraud merchants) — to recover funds and reduce Teya's losses. * Use data tooling surface chargebacks worth challenging, monitor case volumes, and catch gaps such as missing notifications. * Spot patterns in why merchants receive chargebacks and feed insights back to merchants and internal teams to help prevent them. * Contribute to monthly management information: cases worked, disputes won and lost, amounts recovered, and chargeback ratios. * Work closely with Customer Relations, Fraud, Risk and Engineering on escalations, process improvements, and the push to revolutionise the chargeback process for smarter tooling, better solutions, and AI agents that take the grind out of disputes. What you'll bring * Experience in chargebacks, disputes, payments operations, fraud, or a closely related role at a payments company, acquirer, PSP, or financial institution. * A working understanding of how card schemes operate reason codes, dispute timeframes, and the difference between fraud, consumer-dispute and processing-error chargebacks (or the appetite and aptitude to learn this quickly). * Strong analytical judgement: you can read a case, weigh the evidence against the rules, and decide whether it's worth challenging. * Comfort working with data, reading dashboards and reports, and ideally writing or adapting basic SQL queries to pull case information. * Excellent written communication in English; you can explain a dispute clearly to a merchant and document a case cleanly for the schemes. * Organisation and self-direction, chargebacks run on tight, scheme-set deadlines, and you'll manage a queue of cases at different stages at once. * A merchant-first mindset balanced with a clear understanding of Teya's commercial and fraud-loss exposure. Nice to have * Direct experience with Visa, Mastercard or AMEX dispute portals and chargeback management. * Additional European languages (our merchants are spread across several markets). * Exposure to fraud operations, scheme monitoring programmes (e.g. Visa VAMP, Mastercard MATCH), or APP fraud / consumer-protection processes. Teya is proud to be an equal opportunity employer. We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all. If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.