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Delivery Excellence Professional

1 month ago

Manchester, United Kingdom Octopus Energy Full time
About the Job

We are looking for a talented Delivery Excellence Professional to join our team in the EU region. In this role, you will be responsible for managing end-to-end customer support processes and ensuring outstanding customer service.

Responsibilities
  • Owning end-to-end customer support processes and tooling, and driving self-serve initiatives
  • Enhancing the overall client experience through strategic analysis and reporting
  • Managing stakeholder expectations and communicating progress to internal and external stakeholders
  • Managing risks and communicating mitigation strategies to stakeholders
  • Ensuring production service SLAs are achievable, monitored, and reported on
  • Developing and implementing best practices for outstanding customer service
  • Fostering a collaborative team environment
  • Working closely with Customer Success Engineers
  • Providing regular reports on service performance
  • Managing incident management process quality, including out-of-hours oncall and customer communications
About Us

We are Octopus Energy, a unique company that values autonomy and innovation. We offer a wide range of projects that allow you to break new ground and work with amazing colleagues.