Octopus Energy

Customer Operations Specialist

Octopus Energy

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on. You’ll handle inbound and outbound calls with empathy, ensuring every driver feels heard and valued.
  • Own the Driver Journey: Manage the end-to-end process from the point of ordering. Be your driver's personal project manager, removing blockers and communicating updates.
  • Champion Brand Reputation: Proactively seek opportunities to delight drivers, aiming for top-tier feedback from every interaction.
  • Creative Problem Solving: When hurdles arise, like manufacturer delays or spec changes, you’ll find creative, fair solutions that keep the driver mobile and happy.
  • Operational Resilience: No one day is alike here. You’ll maintain high standards and a positive attitude, even during busy periods, managing your workload effectively.

Requirements

  • Excellent Phone Manner: You are a natural communicator who can build rapport quickly and stay calm under pressure.
  • A Passion for Service: You genuinely enjoy helping people and will go the extra mile to ensure a "memorable experience" for our customers.
  • Resilience and Grit: You thrive in a fast-paced "scale-up" environment and view challenging conversations as an opportunity to win a customer's trust. You must be comfortable working in ambiguous situations and change.
  • Attention to Detail: You’ve got an eye for small things and enjoy ticking off boxes. You’ll ensure no detail is missed in the contracting or delivery process.
  • A Team Player Mindset: You enjoy working as part of a close-knit team, sharing feedback and suggesting improvements to our processes as we grow.
  • Knowledge of Cars/EVs (Preferable): While not essential, a background or interest in the automotive industry or electric vehicles is an advantage and will help you hit the ground running.
Benefits
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Applicant Tracking System Keywords

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Soft Skills
excellent phone mannernatural communicatorempathycreative problem solvingoperational resilienceattention to detailteam player mindsetresiliencegritpassion for service