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Octopus Energy Group

Posted 5 months ago

Open

Customer Operations Specialist

LondonHybridFull-time

AI Summary

Customer Operations Specialist handles end-to-end driver support, guiding the leasing journey from order to return, delivering empathetic phone-based service and resolving issues to maintain a positive brand experience.

About this role

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.


The Role, in a nutshell...
We are looking for a Customer Operations Specialist who is passionate about delivering exceptional, high-quality service. You are the primary point of contact for our drivers, guide them through their leasing journey, from the point they order the car to when it is returned, and everything in between, acting as their expert guide through the transition to zero-carbon driving.
At Octopus Electric Vehicles, our service happens on the front lines, primarily over the phone. We need someone who can turn a complex logistics update into a reassuring conversation and a potential complaint into a 5 star Trustpilot review. You will manage the driver’s journey from the moment we place their order, ensuring they feel supported every step of the way.
This is a hybrid role - 2 days in office per week minimum, in either London or Brighton

What you'll do...

  • Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on. You’ll handle inbound and outbound calls with empathy, ensuring every driver feels heard and valued.
  • Own the Driver Journey: Manage the end-to-end process from the point of ordering. Be your driver's personal project manager, removing blockers and communicating updates.
  • Champion Brand Reputation: Proactively seek opportunities to delight drivers, aiming for top-tier feedback from every interaction.
  • Creative Problem Solving: When hurdles arise, like manufacturer delays or spec changes, you’ll find creative, fair solutions that keep the driver mobile and happy.
  • Operational Resilience: No one day is alike here. You’ll maintain high standards and a positive attitude, even during busy periods, managing your workload effectively.

    • What you'll need...

  • Excellent Phone Manner: You are a natural communicator who can build rapport quickly and stay calm under pressure.
  • A Passion for Service: You genuinely enjoy helping people and will go the extra mile to ensure a "memorable experience" for our customers.
  • Resilience and Grit: You thrive in a fast-paced "scale-up" environment and view challenging conversations as an opportunity to win a customer's trust. You must be comfortable working in ambiguous situations and change.
  • Attention to Detail: You’ve got an eye for small things and enjoy ticking off boxes. You’ll ensure no detail is missed in the contracting or delivery process.
  • A Team Player Mindset: You enjoy working as part of a close-knit team, sharing feedback and suggesting improvements to our processes as we grow.
  • Knowledge of Cars/EVs (Preferable): While not essential, a background or interest in the automotive industry or electric vehicles is an advantage and will help you hit the ground running.

    • Why else you'll love it here...

  • 💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
  • 🎉 Octopus Energy Group 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 to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits
  • 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership
  • P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies

    • Skills

    Ambiguity ManagementAttention To DetailContracting ProcessCustomer ServiceDelivery CoordinationEnd-to-end Process ManagementEV/car Industry Knowledge (preferable)Issue ResolutionOperational ResiliencePhone SupportStakeholder CommunicationTeam Collaboration

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