Customer Onboarding Specialist

Octopus Energy; Manchester; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

OE Employee Benefits

Group Share Scheme

Free breakfast

Cycle to work scheme

EV salary sacrifice

Job summary

Octopus Energy in Manchester is hiring for a customer service role focused on making energy easier to switch to and understand. You will engage with customers, explain tariffs and low-carbon options, and guide EV installations with seamless handovers to installers.

This role prioritises real conversations, empathy, and problem solving in a fast-paced environment. We value curiosity, adaptability, and clear communication.

Qualifications

• Passionate about delivering great customer service.
• Ability to adapt quickly in a fast-changing environment.
• Curiosity for learning and growth.
• Clear communication with attention to detail.
• Experience in a high-volume customer service or operations setting is a bonus.

Responsibilities

• Make switching to Octopus easy and help customers pick tariffs.
• Guide customers on Low Carbon Technology options (Heat Pumps, Solar).
• Answer initial installation questions for Electric Vehicle chargers and coordinate handovers.
• Own customer queries end-to-end and resolve quickly.
• Provide warm, authentic service and go the extra mile for customers.
• Think on your feet and avoid robotic responses.

Skills

Customer service

Adaptable

Curiosity

Clear communication

Fast-paced environment

Planet-conscious

Job description

We're making energy fair, clean, and simple for all using technology. Octopus Energy started with a bold idea: to build Britain’s first truly digital energy supplier. By combining world‑class tech with brilliant humans who care deeply about customers and driving the renewable energy transition, we made it happen and in 2025, we became Britain’s largest energy supplier. Octopus Energy Group is a global energy transition collective. 10 businesses working across 4 continents to tackle energy transformation at nearly every front. And we constantly push to make energy better. Tirelessly campaigning for fair protections for customers. And building innovative technologies that forge a path to a green energy system. We’re made up of 10,000+ authentic, committed people working around the world on stuff you’d never expect. We're united by a shared goal: to drive the global green energy revolution. Read our Spotlight series to meet some of the team.

About the role:

Want a soul destroying call centre job?

Yeah, neither do we.

We’re not here to read scripts or tick boxes. We’re here to shake things up, to make energy better for our customers and the planet. That means real conversations, real problem‑solving, and real impact. Your team? The best bunch of people you’ve ever worked with - curious, driven, and just as passionate about changing the industry as you are. No egos, no corporate nonsense - just a group of brilliant minds tackling challenges together.

It’s not always easy, but it’s worth it. We move fast. Things change. Just when you think you’ve nailed it...BOOM! Something new to learn! But if you love a challenge and thrive in a fast‑paced environment, we’ll have your back every step of the way.

What you'll do

• Make switching to us easy, cut through the noise and help customers select the best Gas and Electricity tariffs
• Get to know the products! As you’ll guide customers on the first steps to adopting our Low Carbon Technology (LCT), including Heat Pumps and Solar
• Initiate the exciting journey for Electric Vehicle charger (EVC) customers, answering initial installation questions and ensuring a seamless handover to our specialist installation teams
• Problem solve, so no more endless transfers, whether it's a supplier switch or an EV installation, you'll take full ownership of the query and find the right solution fast
• Go above and beyond and treat every customer with the care and kindness you’d give your own friends and family. We believe in warmth, real conversations, and going the extra mile
• Think on your feet so no robotic responses! Listen, understand, and deliver solutions that genuinely make sense. Get ready for a continuous learning curve

What you'll need

• Passionate about delivering great customer service that makes someone's day just a little bit better
• Adaptability and a love for change. Things move fast here - you’ll embrace learning new things and rolling with the punches
• A curiosity for learning and a love of growth are key, as you'll get to dive into new challenges, projects, and areas of focus along the way
• Clear communication, great attention to detail, and a focus on listening
• A background in a fast‑paced customer service or operations environment is a bonus, but we prioritise attitude and aptitude
• A genuine care for the planet. We're fighting climate change, and we want people who share our passion

Why else you'll love it here

• Salary: £26,600
• 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 had 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
• Other benefits: OE Group Share Scheme, free breakfast, cycle to work scheme, EV salary sacrifice & lots more!

Getting to this point would not have been possible without the commitment and hard work of everyone in the team. Every Friday afternoon we have ‘Family Dinner’, where all our teams connect through a video link with snacks and drinks for updates from the week and to recognise achievements across the teams. We are growing very quickly and enjoy celebrating our hard‑earned milestones, so don’t be surprised if we have a little celebration here and there (sometimes with bouncy castles full of cuddly Octopuses), like when we reached half a million customers.

Location - Manchester

Salary - £26,600

Hours - Full time

Other benefits - OE Group Share Scheme, free breakfast, cycle to work scheme, EV salary sacrifice & lots more!

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.

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!