Customer Service Advisor - Energy

Octopus Energy Ltd; Leicester; On-site; GBP 24,000 - 29,000; Full time

Job summary

Octopus Energy Ltd in Leicester is looking for people who love helping customers and making their day a little easier. You’ll ask questions, explain bills, meters and tariffs, and resolve issues with care and professionalism from start to finish.

This role is full-time, Monday to Friday, 9:00 to 17:30. Salary starts at £26,300, with opportunities to up-skill from year one. You’ll participate in a structured interview process designed to show your practical skills and fit with the team.

Responsibilities

• Making energy easy by explaining bills, meters and tariffs clearly
• Solving problems like billing queries or meter issues and finding fast fixes
• End-to-end service handling queries from start to finish, including complaints
• Thinking on your feet with natural conversations, not scripts
• Treating customers with warmth, care and patience

Skills

Customer service mindset

Empathy

Communication skills

Problem solving

Team player

Job description

• Live for great customer service. You get a kick out of helping people and making their day that little bit better.
• Ask questions and embrace change. Things move fast here - you'll love learning new things and rolling with the punches.
• Have each other's backs. No egos, no lone rangers - just a team of brilliant people supporting each other to do their best.
• Care about the planet. We're fighting climate change, and we want people who share our passion for a greener future.
• Spot problems and fix them. If something's not working, you'll be the first to figure out a better way - and make it happen
• Tackle tough calls head-on. Some conversations will be challenging, and some days will be non-stop - but you'll take it in stride, stay cool under pressure, and keep finding solutions.
• Look out for those who need it most. From customers struggling to pay their bills to those in vulnerable situations, you'll bring empathy, patience, and the right support every time. Want a soul-sucking call centre job? Yeah, neither do we.

What you'll do

• Making energy easy. Cutting through the jargon and helping customers understand their bills, meters, and tariffs without the headache.
• Solving problems like a pro. Whether it's a billing query, a meter issue, or a complex energy conundrum - you'll be on it, finding the best fix fast.
• End-to-end service. No endless transfers or passing the buck - you'll handle queries from start to finish, including complaints, making sure customers get the right help the first time.
• Thinking on your feet. No scripts, no robotic responses - just real conversations where you listen, understand, and deliver solutions that make sense.
• Treat every customer with the care you'd give gran. We believe in warmth, kindness, and going the extra mile - because that's what good service looks like.
• Making a difference. Whether it's helping someone struggling with their energy bills or advising on greener energy choices, you'll have a real impact. Salary - starting from £26,300, with opportunities to up-skill from year one
• Hours - Must be available to work full time, Monday to Friday, 9am - 5.30pm. Our process usually takes up to 4 weeks, but we'll always do our best to flex around what works for you, this is what you can expect:
• First Stage Interview - You'll be able to speak to one of the team or record your responses to pre-set questions at a time that fits you. This gives you the flexibility to showcase your skills without needing to be available for a live interview.
• Prep Call - After your first interview, you'll arrange a call with someone from the Talent Team. They'll give an overview of what you need to know to succeed in the next stage, the Discovery Day.
• Discovery Day - This is an opportunity to meet potential future colleagues and participate in activities, including group exercises, role plays, and one-on-one interviews. It's designed to give you a taste of the company culture and the type of work involved.