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Inbound Solar Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Octopus Energy Full time

About Us

At Octopus Energy, we're on a mission to drive the global renewable energy revolution. We believe energy should be better - for you and the environment. Our company is spearheading the transition to greener, cheaper energy through the installation of in-home technologies, such as smart meters, EV chargers, low carbon heat pumps, home batteries, solar, and beyond.

Job Summary

We're looking for an Inbound Solar Support Specialist to join our team. As a vital point of contact for customers, you'll deliver the outstanding experience Octopus Energy customers love and expect. Your role will be to support customers who are interested in having Solar PV installed at their home, managing all queries however small they may be.

Key Responsibilities

  • Support customers who are reaching out to us regarding their interest in Solar Panels from Octopus
  • Manage inbound contact through various channels and respond or redirect as appropriate
  • Demonstrate exceptional team-working and stakeholder support skills, seamlessly ensuring all contact points are managed with quality and speed
  • Provide excellent customer service during all customer, team, and stakeholder interactions
  • Identify and communicate developments to further enhance the customer experience
  • 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

Requirements

  • Be an exceptional communicator, ensuring customers feel good about each and every conversation and are motivated to get Solar Panels installed
  • Proven track record of excellent customer experience
  • Either previous customer support experience within a consultative environment or a strong passion for energy and decarbonisation
  • Excellent listening skills and decision-making skills to ensure the best outcomes for consumers
  • A start-up / entrepreneurial mindset 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)