Posted 13 days ago

Energy Specialist - UK Support

WellingtonOn-siteFull-time

AI Summary

An entry‑level Energy Specialist providing empathetic, high‑volume email support to UK customers via Octopus Energy’s Kraken platform, solving billing and smart‑meter issues from the Wellington office.

About this role

Wellington, New Zealand | Full-Time (37.5 hours) | On-site

We have an exciting opportunity to join our team in our vibrant Wellington CBD office, this entry-level role is an invitation to become a true customer champion.

We are looking for enthusiastic people to contribute to the growth of Octopus. You will be on the front lines, providing outrageously good service to our UK-based customers via email on our award-winning Kraken platform. You must be an excellent written communicator and have top quality people skills.

This role is a chance to build a career in a company that prioritises your growth, allowing you to develop specialised expertise, all while building a global movement to drive radical decarbonisation and transforming customer service.

What you'll do...

As an Energy Specialist, you will be an end-to-end problem solver and a vital part of our operational team:

Provide Outrageously Good Service: Deliver empathetic, human-centric support to our UK-based customers primarily via email with the potential to support our NZ customers via phone.

Take Full Ownership: Manage customer issues from start to finish, including complex problem-solving across billing, smart meter queries, and general account management.

Be comfortable answering enquiries in volume: you're taking customers on a journey of discovery

Innovate & Improve: Use your creativity to find effective solutions, challenge the status quo, and contribute your ideas to continuously enhance our customer experience and processes.

Assist Vulnerable Customers: Handle sensitive situations with care and thoughtfulness, providing the support they deserve.

Master the Octopus Platform: Become an expert in our award-winning Kraken platform.

Grow and Specialise: Identify areas you're passionate about and develop specialised expertise to advance your career within Octopus Energy.

What you'll need...

We're not looking for prior energy experience - we're looking for your passion for people and problem-solving.

Customer Obsession: Honest, focused, and committed to providing outrageously good customer experiences.

Problem-Solving Skills: Love for creative problem-solving and thinking outside the box to resolve issues effectively.

Adaptability & Resilience: Ability to thrive in a fast-paced environment and respond positively to change. A willingness to always learn, grow and pivot to fulfill business needs.

Team Player Mentality: A strong desire to contribute positively to a supportive and collaborative team culture.

Service-Oriented Background (Desirable): Experience from sectors like retail, hospitality, or other service-oriented fields where you’ve developed strong people skills.

Availability: Must be able to work on-site in our Wellington CBD office, Monday to Friday, for a full-time (37.5 hours) role.