Customer Experience Specialist

2 weeks ago

London, Greater London, United Kingdom Octopus Energy Full time
Job Description

Job Title: Customer Experience Specialist

Job Summary:

We are seeking a highly skilled Customer Experience Specialist to join our team at Octopus Energy. As a Customer Experience Specialist, you will be responsible for investigating and analyzing customer complaints and feedback in regulated and non-regulated environments.

Key Responsibilities:

  • Investigate and analyze complex complaints that may take longer than 3 days to resolve
  • Handle complex inbound and outbound communication with customers in a calm and professional manner
  • Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives
  • Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
  • Communicate with internal and external parties as needed to investigate and close complaints
  • Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
  • Maintain and update the complaints database with accurate information
  • Make recommendations for fair redress and remedial actions
  • Document all complaints according to policies and procedures
  • Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback

Requirements:

  • Proven Complaint Handling experience in an FCA-regulated environment
  • High-level understanding of DISP regulations
  • Excellent written and verbal communication skills
  • Ability to build strong relationships with internal and external partners (power of persuasion)
  • Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential

About Us:

Octopus Energy is a leading provider of electric vehicle leasing services. We are committed to making it easy for individuals and businesses to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonize the planet, and provide our customers with fair pricing and a fantastic experience.

What We Offer:

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. We are an equal opportunities employer and welcome applications from diverse candidates.

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