Credit Specialist - Early Collections

Octopus Energy Group; Coventry; On-site; GBP 27,000 - 30,000; Full time

Job summary

Octopus Energy Group in Coventry is seeking a Credit Specialist to support customers in financial difficulty with empathy and proactive outreach.

You will handle calls, emails and texts to review affordability and agree repayment plans, owning issues end-to-end while showing resilience and initiative in a fast-paced environment.

Qualifications

• Be passionate about customers and provide first class service.
• Fast learner with meticulous attention to detail.
• Comfortable in a fast paced environment handling multiple tasks.
• Experience in credit collections or energy industry is a bonus.

Responsibilities

• Talk to customers who might be in financial difficulty.
• Handle communications via phone, email and text.
• Agree repayment plans using external tools to review affordability.
• Own issues from start to finish and maintain contact with customers.
• Identify vulnerabilities to tailor care and service.

Skills

Customer empathy

Attention to detail

Multi-tasking

Initiative

Resilience

Job description

Are you passionate about making a positive impact on the planet and delivering exceptional customer experiences?

Octopus Energy is looking for passionate and empathetic individuals to join our incredible team in Coventry as Credit Specialists. Our team plays a vital role in the business, helping to support Octopus Energy customers, who 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 Credit Specialist, you should understand that each customer’s situation is different so we’re looking for someone who can use their own initiative to tackle a range of sensitive customer scenarios. This role will include a significant level of outbound calling to our customers, so the ability to demonstrate a deep care for our customers over many conversations will be key.

What you'll do:

• Talking to customers that might be in financial difficulty
• Handling customer communications through a range of channels such as inbound and outbound phone calls, emails and text messages
• Using your initiative to find the best way forward through agreeing appropriate repayment plans using external tools such as PayLink to review affordability levels and engage with customers to agree repayment plans
• Own customer issues from start to finish, resolving problems and maintaining contact throughout
• Identifying vulnerabilities customers may have - both financially and non-financially - to ensure we are providing the most appropriate level of care and service to them

What you'll need:

• Be passionate about customers and always seek to provide a first class service
• A fast learner that has meticulous attention to detail
• Fluid and comfortable in a fast paced environment where you might be pulled in different directions
• Experience in credit collections or the energy industry is a bonus, but not essential – we're more interested in your passion for helping customers and making a difference
• Able to manage your own workload
• Helpful and patient (it’s a job with a thousand questions!)
• Strong emotional resilience and empathy to support customers through challenging conversations at pace
• A self starter that can use their own initiative to problem solve and make sound decisions

Why else you'll love it here:

• Starting Salary: £27,000 Make the grade / probation passed: £29,700
• 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! We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and 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
• Visit our UK perks hub - Octopus Employee Benefits

Our process usually takes up to 4 weeks, but we’ll always do our best to flex around what works for you. Along the way, you’ll chat with our recruitment team and your Recruiter will help you throughout different stages.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

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! We were named the UK's top company to work for in 2025, and we ranked in the top ten in the Sunday Times Best Places to Work 2026. 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
• Visit our UK perks hub - Octopus Employee Benefits

P.S. Our process usually takes up to 4 weeks, but we’ll always do our best to flex around what works for you. Along the way, you’ll chat with our recruitment team and your Recruiter will help you throughout different stages.

Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We’re lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you’d like to know more about how we use your data, you can reach out to us via email at [e-mail]. We’re happy to help!