Operations Support Specialist

5 months ago

Brighton, United Kingdom Octopus Energy Group Full time

**Help us make a big green dent in the universe. **We're on a mission to drive the global renewable energy revolution, and we need loads more people to help us make our vision a reality.

We believe energy should be better - for you and the environment.

Octopus Energy Services is spearheading the transition to greener, cheaper energy through the installation of in-home technologies; from smart meters and EV chargers; to low carbon heat pumps, home batteries, solar, and beyond. We deliver smart energy, low carbon solutions for our customers.

We’ve fallen head-over-heels with heat pumps - which provide an ultra-efficient, reliable alternative to gas boilers. Our Operations Support Specialists will learn all about them at our £10m training and R&D centre to then educate our customers on these magical systems. We are utilising Octopus Energy’s awesome tech power to make electric heating the smart, accessible and clean choice for every home in the UK.

At Octopus, the customer is at the heart of everything we do. As a vital point of contact for customers, our Operations Support team delivers the outrageous experience Octopus Energy customers love and expect.

**What you'll do**:

- Support customers on their heat pump journey from point of interest, to ability to purchase and beyond This will include:

- Be the first point of contact for customers living with their heat pump: resolving general queries and responding to emergencies quickly and efficiently.
- Deliver exceptional customer service during all customer, team and stakeholder interactions.
- Liaise with our field team of surveyors & installers to help us arrange visits & meet demand; ensuring we can get to all our customers.
- Manage inbound & outbound contact to customers regarding their survey & install visits.
- Demonstrate exceptional team-working and stakeholder support skills, seamlessly ensuring all contacts points and managed with quality and speed.
- Identify and communicate developments to further enhance the customer experience.
- Oversee a variety of support tasks that in turn aid our wider sales & customer experience teams to deliver top notch service.
- Be an advocate for low carbon products and build a bank of knowledge to be trusted as an expert in responding to the varied needs of customers.
- Support, where needed, customer progression into and through our sales journey, supporting uptake and conversion of orders to sales.
- Potentially transition into helping customers directly with their install journey, post-sale.

**What you'll need**:

- Be an exceptional communicator, ensuring customers feel good about each and every conversation and are advocates for their new heating system
- A “Can-do” mindset with excellent problem-solving skills. You think on your feet to act quickly and efficiently.
- Empathy - customers with busy lives don’t want to be worrying about their heating system not working - your understanding of their situations will help you make the right decisions.
- Proven track record of excellent customer experience.
- Excellent listening skills and decision making skills to ensure the best outcomes for consumers.
- A start up / entrepreneurial mind-set being able to adjust to change and keep up with a fast moving business.
- A constant focus on improving and developing personally and within a business.
- Experience with talking to customers about their needs and the ability to manage technical interactions (supported by our technical team).

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

- Salary: £24,300
- Working days: Mon-Fri
- Share options in Octopus Energy Group
- 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
- What do you get? Click here

**If this sounds like you then we'd love to hear from you.
- Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. _**_Need any specific accommodations? _**_Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic_

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