Customer Care Executive

Octopus Energy; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join Octopus Energy as a Customer Care Executive in London and play a crucial role in investigating customer complaints while promoting greener alternatives. Candidates should bring strong complaint handling and communication skills to help enhance customer satisfaction and deliver fair outcomes. Be part of a unique culture focused on learning and autonomy in a forward-thinking energy company.

Qualifications

• Proven Complaint Handling experience in an FCA-regulated environment.
• Excellent written and verbal communication skills.
• High level understanding of DISP regulations.

Responsibilities

• Investigate and analyse complex complaints that may take longer than 3 days to resolve.
• Handle inbound and outbound communication with customers professionally.
• Ensure regulatory compliance, including meeting SLAs.

Skills

Complaint Handling

Communication Skills

Attention to Detail

Analytical Skills

Relationship Building

Job description

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What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future.

We’re looking for a highly skilled Customer Care Executive to investigate and analyse 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 & provide fair outcomes to our customers.

What you'll do...

1. Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve
2. Handle complex inbound and outbound communication with customers in a calm and professional way
3. Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives
4. Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
5. Communicate with internal and external parties as needed to investigate and close complaints
6. 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
7. Maintain and update the complaints database with accurate information
8. Make recommendations for fair redress and remedial actions
9. Document all complaints according to policies and procedures
10. Provide root cause analysis and notify management of trends to recommend business improvements based on feedback

What you'll need...

• 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 you'll love it here

• Part of the Octopus Energy Group, recognized as the best company to work for in 2024 by the Sunday Times. We were also named to work for by Tempo in 2025 and voted on Glassdoor. Our Group CEO, Greg, has recorded messages about how we empower our people.
• Salary details are flexible and discussed during a call with our recruiters, focusing on finding the right fit rather than fixed advertising.
• Octopus Energy Group has a unique culture that promotes learning, autonomy, and innovation. We reward hard work with meaningful perks. Visit our perks hub for more info.

About us

The electric revolution is here—by 2035, new petrol and diesel cars will be banned in the UK. We’re building a new way for drivers to join the electric movement, offering a seamless experience to learn about, shop for, and lease EVs for life. Launched in 2018, Octopus Electric Vehicles aims to make switching to greener driving easy, supporting sustainability and fair pricing.

As part of the Octopus Energy Group, we aim to improve lives by transforming industries. Our group includes Octopus Energy, Healthcare, Investments, Property, Ventures, and Labs. We use AI to assess applications fairly and objectively.

If this sounds like you, we'd love to hear from you.

We provide tools and an environment to help you unleash your potential. If you need accommodations or have preferences, let us know so we can customize your interview process.

We encourage everyone interested to apply, regardless of whether you meet 100% of the requirements. We value diverse, honest, and empathetic people. We are an equal opportunity employer committed to fairness and inclusivity.