Customer Care Executive - Complaints & Feedback at Octopus Energy

Brighton, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Energy, Automotive Leasing, Customer ServiceIndustries

Requirements

Proven Complaint Handling experience in a regulated environment
High level understanding of DISP regulations
Excellent written and verbal communication skills
Ability to build strong relationships with internal and external partners (power of persuasion)
Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management is beneficial, but not essential
Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement

Responsibilities

Thoroughly investigate and analyse all complex complaints that take longer than anticipated to resolve, with a goal to resolve as many as possible within 3 days
Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on customer feedback
Work closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives on delivering excellent customer service
Handle complex inbound and outbound communication with customers in a calm and professional way to turn poor experiences around
Use several data sources to monitor performance across customer service metrics and regularly report against KPIs and SLAs to support management and influence key decision-making
Communicate with internal and external parties to investigate and resolve complaints, using emerging trends and historical data to implement mitigations
Ensure regulatory compliance, including fulfilling requests from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints, within SLA
Maintain and update the complaints database with accurate information
Make recommendations for fair redress and remedial actions
Ensure all complaints are documented according to policies and procedures
Coach all complaint handlers on complaint handling, providing feedback through reviewing examples
Host complaints and incident stand-ups for all teams across the business
Be directly responsible for up to 3 team’s complaints and incident SLAs and compliance
Analyze incidents high-level themes, in addition to complaints

Skills

Complaints Investigation

Root Cause Analysis

Customer Communication

Regulatory Compliance

Data Analysis

KPI Reporting

SLA Management

Performance Monitoring

Octopus Energy

Provides affordable green energy solutions

About Octopus Energy

Octopus Energy provides affordable green energy solutions to households and businesses across multiple countries, including the UK, US, Japan, Germany, New Zealand, and Australia. The company focuses on the renewable energy market and utilizes technology and data to enhance its services. Its main product offerings include direct energy sales to consumers and the licensing of its proprietary Kraken technology platform to other energy providers. This platform helps streamline energy management and improve customer experience. Unlike many competitors, Octopus Energy emphasizes sustainability and offers additional services such as electric vehicle solutions. The company's goal is to make green energy accessible and affordable while promoting the use of renewable resources.

London, United KingdomHeadquarters

2016Year Founded

$2,476.6MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Automotive & Transportation, EnergyIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

401(k) Company Match

Parental Leave

Flexible Work Hours

Company Equity

OE Group Share Scheme

Risks

Increased competition in renewable energy may impact market share.

Rapid international expansion exposes Octopus to geopolitical risks.

£3 billion repayment to UK government could strain financial resources.

Differentiation

Octopus Energy's Kraken platform optimizes energy usage for zero-bill homes.

The company leads in electric aircraft charging with AeroVolt collaboration.

Octopus Energy's global reach includes partnerships in Brazil and Japan.

Upsides

'Zero Bills' initiative could revolutionize sustainable living in the UK.

Partnership with Energisa opens South American renewable energy market.

Investment in Ocergy enhances offshore wind capabilities globally.

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