Customer Operations Specialist

Octopus Electric Vehicles; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Dog-friendly offices

Job summary

Octopus Electric Vehicles in London/Brighton is seeking a Customer Operations Specialist who is passionate about delivering exceptional service. You will be the driver’s guide from order to return and beyond, turning complex updates into reassuring conversations.

This hybrid role requires two days in the office per week. You’ll deliver five-star phone support, own the end-to-end driver journey, resolve issues, protect our reputation, and collaborate with a close-knit team to keep customers

Qualifications

• Excellent phone manner and clear communication.
• Passion for delivering service and going the extra mile.
• Resilience and grit in a fast-paced environment.
• Attention to detail in contracting and delivery.
• Team player mindset with willingness to share feedback.
• Knowledge of EVs or automotive industry is a plus.

Responsibilities

• Deliver 5 Star Phone Support: be the friendly, professional voice drivers rely on.
• Own the Driver Journey: manage end-to-end process from ordering to delivery.
• Champion Brand Reputation: seek opportunities to delight drivers and earn top feedback.
• Creative Problem Solving: resolve delays or spec changes with fair solutions.
• Operational Resilience: maintain standards during busy periods and manage workload.

Skills

Phone etiquette

Customer service

Resilience

Attention to detail

Team player

EV knowledge (pref)

Job description

London (GB) / Brighton (GB)

Octopus Electric Vehicles – Operations - variable

Full-time

Hybrid

What we do.

Electric Car Leasing

Why we do it.

Greener. Fairer. Future.

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

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.

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 [email protected]. We’re happy to help!