Customer Operations Specialist

Octopus Energy Group; Greater London; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Dog friendly offices

Job summary

Octopus Electric Vehicles is seeking a Customer Operations Specialist to guide drivers through their leasing journey, from order to return, delivering exceptional service and turning updates into reassurance.

This hybrid role requires at least 2 days in the office per week, in London or Brighton, and a natural communicator who can handle inbound and outbound calls with empathy while keeping drivers informed.

Qualifications

• Excellent phone manner and rapport-building skills.
• Genuine passion for service and delivering memorable experiences.
• Resilience and grit to handle fast-paced, ambiguous situations.
• Attention to detail to avoid missing steps in contracting or delivery.
• Team player mindset with willingness to share feedback.
• Knowledge of cars or EVs is an advantage.

Responsibilities

• Deliver 5 star phone support with empathy on inbound/outbound calls.
• Own the driver journey from order to delivery and return.
• Proactively delight drivers to earn top customer feedback.
• Solve problems creatively when delays or spec changes occur.
• Maintain operational resilience during busy periods.

Skills

Excellent phone manner

Customer service

Empathy

Resilience

Attention to detail

Team player

Knowledge of Cars/EVs

Job description

We are looking for a Customer Operations Specialist who is passionate about delivering exceptional, high-quality service. You are the primary point of contact for our drivers, guide them through their leasing journey, from the point they order the car to when it is returned, and everything in between, acting as their expert guide through the transition to zero-carbon driving.

At Octopus Electric Vehicles, our service happens on the front lines, primarily over the phone. We need someone who can turn a complex logistics update into a reassuring conversation and a potential complaint into a 5 star Trustpilot review. You will manage the driver’s journey from the moment we place their order, ensuring they feel supported every step of the way.

This is a hybrid role – 2 days in office per week minimum, in either London or Brighton.

At Octopus Electric Vehicles, our service happens on the front lines, primarily over the phone. We need someone who can turn a complex logistics update into a reassuring conversation and a potential complaint into a 5 star Trustpilot review. You will manage the driver’s journey from the moment we place their order, ensuring they feel supported every step of the way.

This is a hybrid role – 2 days in office per week minimum, in either London or Brighton.

What you’ll do

• Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on. You’ll handle inbound and outbound calls with empathy, ensuring every driver feels heard and valued
• Own the Driver Journey: Manage the end-to-end process from the point of ordering. Be your driver's personal project manager, removing blockers and communicating updates
• Champion Brand Reputation: Proactively seek opportunities to delight drivers, aiming for top-tier feedback from every interaction
• Creative Problem Solving: When hurdles arise, like manufacturer delays or spec changes, you’ll find creative, fair solutions that keep the driver mobile and happy
• Operational Resilience: No one day is alike here. You’ll maintain high standards and a positive attitude, even during busy periods, managing your workload effectively

What you’ll need

• Excellent Phone Manner: You are a natural communicator who can build rapport quickly and stay calm under pressure
• A Passion for Service: You genuinely enjoy helping people and will go the extra mile to ensure a "memorable experience" for our customers
• Resilience and Grit: You thrive in a fast-paced "scale-up" environment and view challenging conversations as an opportunity to win a customer's trust. You must be comfortable working in ambiguous situations and change.
• Attention to Detail: You’ve got an eye for small things and enjoy ticking off boxes. You’ll ensure no detail is missed in the contracting or delivery process
• A Team Player Mindset: You enjoy working as part of a close-knit team, sharing feedback and suggesting improvements to our processes as we grow
• Knowledge of Cars/EVs (Preferable): While not essential, a background or interest in the automotive industry or electric vehicles is an advantage and will help you hit the ground running

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! Visit our perks hub - Octopus Employee Benefits
• 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’ve also been placed in the top 10 companies for senior leadership

Things to note

• P.s. just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices – feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
• We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!

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. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.

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. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.

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

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.

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!