Customer Operation Specialist

3 days ago

Leicester, United Kingdom Octopus Energy Limited Full time

We’re looking for passionate and empathetic people to join our team as Customer Operations Specialists to help us support our customers that may have found themselves in financial difficulty.

Our customers are at the centre of everything we do, so it’s on us to help and support them if they find themselves in financial difficulty. As a Customer Operations Specialist, you should understand that each customer situation is different so we’re lookingfor someone that can use their own initiative to tackle a range of sensitive customer scenarios.

**WHAT YOU’LL DO**
- Talk to customers that might be in financial difficulty - you will use your initiative to find the best way forward through agreeing on appropriate repayment plans
- Use external tools such as Tully to review affordability levels and engage with customers to agree on repayment plans that are easy for both customer and company
- Handle customer intercoms and support more broadly across the wider team and payments platforms
- Use your skills of empathy to offer support to vulnerable customers and use tools such as the Debt Assistance Scheme/hardship funds to find the best way forward
- Respond to queries via our internal messaging system with lighting speed and accuracy
- Assist in handling 3rd party agency queries
- Gain updates from our revenue protection engineers that have attended site visits

**WHAT YOU’LL NEED**
- Passion for customers and always seek to provide first-class customer service both internal and external
- A fast learner with a meticulous eye for detail
- Fluid and comfortable in a fast-paced environment where you might be pulled in different directions
- Able to manage your own workload
- Helpful and patient (it’s a job with a thousand questions)
- A self-starter that can use their own initiative to problem solve and make sound decisions
- The ability to thrive in an unstructured, 'go with the flow' type of working environment
- Most importantly, high levels of understanding, empathy and patience

**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 tobe rewarded with perks you actually care about

**This is also a hybrid working role which means that some days are spent in the office on agreed days and others are spent working from home.

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