Octopool - Customer Operations Specialist

4 months ago

Brighton, United Kingdom Octopus Energy Group Full time

The future awaits: join our Talent Pool

We're on a mission to drive the revolution of transport and we need more people to help us make our vision a reality.

At Octopus Electric Vehicles, we’re here to empower people to transition to sustainable transport, providing a cleaner, fairer world for future generations.

We’re in scale up mode, and hire according to our workload in the operations team, where we’re focused on making EV leasing effortless.

So, what is the OctoPool?

This is a two-way process. We want to give you the time to learn about us and be confident in your decision when you decide to come join us (you’re going to love it).

If at the end of the process, we both decide that it’s a great match, we’ll add you to the OctoPool until we’re ready to bring you on, at which point we’ll make a formal offer.

What happens once I’m on the OctoPool? \uD83E\uDD1D

While you’re in the OctoPool we’ll regularly keep you updated on where we are and we’re always happy to have further discussions and answer any of your questions, or just grab a coffee.

Please do keep us updated also if you’re thinking about an offer from another company (we’d be sad to see you go) but we value transparency and we’re here to help you make the best decision

We’ll refine this process as we go, because that’s who we are :) so we encourage feedback at all stages.

Why have we created the OctoPool?❓

Making sure we are the right fit for one another takes time, so we've found that investing slightly more time in the recruitment process and waiting for the right time to join is a better experience for you

Being a proactive problem solver and showing real passion for our cause, and demonstrating the ability to learn quickly as well as teach others are some characteristics that would make you a great cultural fit here.

We’ve worked hard to assemble a group of people who love working together in a collaborative environment, with a real sense of belonging - and we’re protective of our culture.

What role is in the OctoPool? \uD83D\uDC19

This role, in a nutshell

We are looking for a Customer Operations Specialist who can help us deliver our mission to make it seamless for individuals and businesses to make the transition to zero-carbon driving.

This customer-facing role will focus on carrying out, and suggesting improvements to our existing processes, ensuring that our customers have delightful, memorable experiences. Things move fast, here at OEV, so your input will also help shape the future of how we interact with our customers at all the stages of their journey.

We are growing rapidly and there is a relentless focus on scalability whilst maintaining the highest levels of customer satisfaction. This is an early junior hire into the Ops team, so there is lots to do but also a chance to influence how we provide our service and plenty of development opportunities. Over time you will also support us in building the customer experience team as we hire more Operations Specialists in the future.

**What you'll do**:

- Work with colleagues in the customer experience team and across other parts of the business to ensure that our customers receive the best experience during every interaction
- Specifically, manage customer journeys from contracting right through to car delivery and after, escalating issues where needed
- Feedback on our current service processes and systems and propose changes where necessary, based on prior experience
- Problem solve Ensuring everything is ready for the customer to enjoy a smooth transition and removing any blockers if they arise
- Help us to plan for growth in terms of customers and the team and get stuck in where necessary to affect this

**What you'll need**:

- Don't worry, previous knowledge of EVs/the automotive industry is not required
- A passion for problem solving and going above and beyond to ensure you deliver a great customer experience
- Experience working independently and as part of a close-knit team
- A curious and keen-eye for detail to spot areas of improvement - we love hearing examples
- To be a natural finisher and an effective operator - you leave no loose ends in your path
- To want to be part of a rapidly growing company and be comfortable adopting changes quickly

**Why else you'll love it here**:

- Octopus Energy is a **unique culture**. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people
- Visit our perks hub - Octopus Employee Benefits

**About us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new pe

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