Customer Care Executive

Octopus Energy; Brighton; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading electric vehicle leasing company in Brighton is seeking a Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints in both regulated and non-regulated environments. The ideal candidate will possess exemplary communication skills and a strong attention to detail, contributing to excellent customer experiences. This role offers a unique culture and rewarding perks.

Benefits

Best company to work for in 2024

Unique company culture

Employee benefits hub

Qualifications

• Proven track record of managing and meeting strict deadlines.
• Excellent written and verbal communication skills.
• High level understanding of DISP regulations.

Responsibilities

• Thoroughly investigate and analyse all complex complaints.
• Handle complex inbound and outbound communication with customers.
• Maintain and update the complaints database with accurate information.

Skills

Exemplary communication skills

Attention to detail

Complaint handling experience

Ability to build relationships

Job description

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments.

The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify and provide fair outcomes to our customers.

What you'll do

• Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve
• Handle complex inbound and outbound communication with customers in a calm and professional way
• Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives
• Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
• Communicate with internal and external parties as needed to investigate and close complaints
• Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
• Maintain and update the complaints database with accurate information
• Make recommendations for fair redress and remedial actions
• Document all complaints according to policies and procedures
• Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback

What you'll need

• Work across multiple internal and external platforms whilst maintaining attention to detail
• Proven track record of managing and meeting strict deadlines whilst continuing to support peers
• Proven Complaint Handling experience in an FCA-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 beneficial, but not essential

Why else you'll love it here

• 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 offer a unique culture, an organisation where people learn, decide, and build quicker. We want your hard work to be rewarded with perks you actually care about. Visit our perks hub - Octopus Employee Benefits

About us

The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.

We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience.

Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.

We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in.

If this sounds like you then we'd love to hear from you. We want to ensure you have all the tools and environment you need to unleash your potential.

We are 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.