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Customer Service

3 months ago

Leicester UK, Leicestershire, United Kingdom Octopus Energy Full time

Are you a recent graduate who loves to help people? Or someone who loves working in customer service and wants to continue to build a career in it? Then we would love to hear from you


What does the role involve?


•Communicating with our customers via phone (70%) and email (30%), solving their problems There is no sales in this role, no harsh targets and no script We focus on taking care of our customers, quality rather than quantity. We treat all of our customers like our grandparents (no offence intended - we really love them), with patience, kindness and warmth. We could tell you so many stories of the relationships customers have built with us as if we were family. Would you believe they send us poems, artwork, handwritten letters, photos of their family, babies and pets? It’s bonkers and we love it. We call it the Octopus effect.

•You will be part of a small team of around 10 Energy Specialists who take care of a group of customers. Answering a variety of their queries end-end e.g. billing, metering, complaints, tariffs, vulnerable customers etc. There are no departments, hence no transferring the customer You deal with the customer start to finish, no two days are the same

•Going above and beyond to help customers, think sending flowers, Christmas cards and much more

•Working as a team and collaborating. Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends and that you can count on to support you each day and every step of the way on your journey with us. They are the most enthusiastic, determined, curious crew who love being part of disrupting the energy industry but also sharing our mission to humanise the customer service experience. We encourage all our people to ask questions, drive change and share ideas.


Who are Octopus Energy?


•Octopus is a fast growing renewable energy company who has been named Which?’s Recommended Energy Supplier four years 2018-2024.

•Not only that, they also maintain a five star rating on Trust Pilot (very rare in the energy industry) and their reputation has led to Ofgem entrusting them with the customers from two failed energy suppliers.

•In 2018, they partnered with legendary UK brand Marks & Spencer to relaunch M&S Energy, acquired Affect Energy, a small energy supplier based in Shoreham, and more recently acquired Co-op Energy, GB Energy and Flow Energy in 2019. They have also partnered with Arsenal FC and the Cardiff Blues to help them power their stadiums with 100% renewable energy.

•On Glassdoor we were voted 50 best places to work in 2022

•Already at Unicorn status & expanding GLOBALLY


What are the benefits?


•Every Friday afternoon they have ‘Family Dinner’, where all their UK sites connect through a video link with snacks and drinks for updates from the week and to recognise achievements across the team.

•Celebration here and there (sometimes with bouncy castles full of cuddly Octopuses), like when they reached half a million customers

•4 weeks initial training, and continuous support throughout your career

•23 holidays plus bank holidays

•Casual dress code- whatever you feel comfortable in

• Progression is based on hard work Vertical progression: team leader, operations manager, head of operations. Horizontal progression: recruitment, learning and development, subject expert (billing, metering, tariffs, complaints), office manager, etc