Customer Operations Team Lead - Low Carbon Tech

Octopus Energy Ltd; Coventry; On-site; GBP 35,000 - 50,000; Full time

Job summary

A forward-thinking energy company is seeking a Team Leader in Coventry to enhance customer service and lead the installation of low carbon technology. The ideal candidate will have strong leadership skills, a relentless focus on customer satisfaction, and the ability to build effective relationships in a fast-paced environment. This role is pivotal in ensuring customers receive outstanding service during their transition to sustainable energy solutions.

Benefits

Autonomy in work

Recognition as a best company

Growth opportunities

Qualifications

• Experience in customer operations.
• Strong leadership skills to inspire others.
• Ability to build strong relationships.

Responsibilities

• Lead customer operations focusing on service delivery.
• Work with field teams to ensure customer excellence.
• Create mechanisms for customer self-service.

Skills

Leadership

Customer focus

Problem-solving

Communication

Attention to detail

Adaptability

Job description

We're head-over-heels with low carbon tech such as heat pumps, solar PV & EV chargers - which instantly help reduce a customer's carbon footprint and give them control over their energy use. We are looking for experienced customer love experts who share our vision: Moving away from fossil fuels, towards sustainable, smart technologies for our customers. At Octopus, the customer is at the heart of everything we do. As the face of the whole company, our diverse, industry‑leading consumer focussed teams deliver the outrageous experience Octopus Energy customers love and expect. An exciting opportunity has arisen to join us as a Team Leader in Coventry, supporting customers as they look forward to having low carbon tech products installed in their home We are looking for a forward thinking, high performance focussed individual who can take ownership of supporting customers transition to low carbon technology. You'll go all out to ensure they feel delighted in how we manage their installation journey, through leadership of Smart Tech Specialists supporting them to deliver awesome service.

• Be a leader in customer operations, responsible for spearheading how we deliver awesome service to customers who are navigating towards the installation of low carbon tech into their homes
• Work closely with a field team where you'll work side by side with a one team mentality towards delivering customer excellence and exceptional quality
• You'll be solution focussed, solving challenges to making an install a reality and helping us identify ways to ensure our customer relationships are world class
• Share your knowledge with our sales & customer support teams to enable them to have well-informed conversations with our customers that help ensure happiness with the journey and their system
• Create and embed mechanisms to help customers self serve, creating quicker and more consumer centric outcomes
• Be the ambassador, for a "we'll do whatever it takes" attitude towards delivering an amazing service. Every. Single. Time!
  To be able to effectively lead and inspire a team - this is key!
• A relentless focus on doing what is best, and what is right for our customers
• A no holds barred approach to delivering successful outcomes
• An amazing communicator, liaising with many stakeholders and influencing them to be an active participant in find great outcomes
• To be a starter-finisher, & a go-getter, with a drive to seek out improvements and deliver them.
• Strong attention to detail and accuracy.
• To be a team player and relationship builder. The ability to build great working relationships with people across cultures and perspectives.
• To be positive and proactive, and energised by working in a fast-paced environment characterised by constant change. You think creatively and logically to react to changes in strategy.
• A high level of adaptability and agility to manage multiple projects at one time (we are growing quickly!)
• To be someone who establishes and works with a network quickly to deliver promptly, with a focus on quality and delivery
• You will be analytical, seeking out data and using this to inform your decisions
  Octopus Energy 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 won 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
• This is a great opportunity to be part of, and help drive forward, the business as it grows and diversifies within a role that is central to ensuring our customers receive the outrageous level of service they rightly expect.