Digital Customer Service Advisor – Energy

Octopus Energy

Digital Customer Service Advisor responsible for resolving UK customer energy queries via phone and email. Working with a supportive team in a flexible, remote environment focused on energy problem-solving.

Posted 7/2/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £26,600 per yearWebsite

About the role

Key responsibilities & impact

⚡ Making energy easy. Cutting through the jargon and helping customers understand their bills, meters, and tariffs without the headache.
💡 Solving problems like a pro. Whether it’s a billing query, a meter issue, or a complex energy conundrum – you’ll be on it, finding the best fix fast.
📞 End-to-end service via phone or email. No endless transfers or passing the buck – you’ll handle queries from start to finish, including complaints, making sure customers get the right help the first time.
🧠 Thinking on your feet. No scripts, no robotic responses – just real conversations where you listen, understand, and deliver solutions that make sense.
❤️ Treat every customer with the care you’d give gran. We believe in warmth, kindness, and going the extra mile – because that’s what good service looks like.
🌍 Making a difference. Whether it’s helping someone struggling with their energy bills or advising on greener energy choices, you’ll have a real impact.
🏘️ You will be home based with flexible hours whilst being part of a supportive and inspiring team

Requirements

What you’ll need

⭐ Live for great customer service. You get a kick out of helping people and making their day that little bit better.
🧐 Ask questions and embrace change. Things move fast here – you’ll love learning new things and rolling with the punches.
🤝 Have each other’s backs. No egos, no lone rangers – just a team of brilliant people supporting each other to do their best.
🌱 Care about the planet. We’re fighting climate change, and we want people who share our passion for a greener future.
💡 Spot problems and fix them. If something’s not working, you’ll be the first to figure out a better way – and make it happen.
💪 Tackle tough calls head-on. Some conversations will be challenging, and some days will be non-stop – but you’ll take it in stride, stay cool under pressure, and keep finding solutions.
🤝 Look out for those who need it most. From customers struggling to pay their bills to those in vulnerable situations, you’ll bring empathy, patience, and the right support every time.

Benefits

Comp & perks

💻 Remote working & Flexible hours – This role is 37.5 hours per week. At least 50% of those hours must be worked out of hours, including 7.5 hours over the weekend
🚗 EV salary sacrifice – drive electric & save 💰
📈 Share options – own a little piece of the pie 🥧
🎉 Weekly ‘Family Dinner’ catch-ups

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Active ListeningEffective CommunicationConflict ResolutionStress ManagementWarmth and Kindness