Customer Service Advisor - Energy (Coventry)

Octopus Energy; Coventry; In loco; GBP 24.000 - 29.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working (2 days WFH after培训)

EV salary sacrifice

Cycle to work scheme

Share options

Fully stocked kitchens

Weekly Family Dinner catch ups

Descrizione del lavoro

Octopus Energy Group in Coventry is hiring for an immediate-start, full-time customer service role focused on making energy easy for customers. You’ll resolve billing, meter, and tariff questions with real conversations rather than scripts, delivering solutions that fit each situation.

Hybrid working is available after training, with a salary of £26,300 per year. The team emphasizes empathy, problem-solving, and impactful, greener energy guidance for customers.

Mansioni

• Making energy easy: help customers understand bills, meters, and tariffs without the jargon.
• Solving problems like a pro: assist with billing queries, meter issues, or energy conundrums and fix quickly.
• End to end service: handle queries from start to finish, including complaints, ensuring first-time right support.
• Thinking on your feet: conversations without scripts, listening and delivering practical solutions.
• Treat every customer with care: warmth, kindness, and going the extra mile.
• Making a difference: guide customers toward greener energy choices and meaningful impact.

Conoscenze

Great customer service

Questioning and change acceptance

Empathy for customers

Problem solving

Calm under pressure

Descrizione del lavoro

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.

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.

The types of people we would love to hear from are those that are...

• 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 others 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.

What’s in it for you?

• Hybrid working - for those out of training and performing well, you can WFH 2 days.
• EV salary sacrifice - drive electric and save.
• Cycle to work scheme.
• Share options - own a little piece of the pie.
• Fully stocked kitchens - snacks equals fuel equals happiness.
• Weekly 'Family Dinner' catch ups.

A bit about the role:

Location - Coventry City Centre

Our need - Immediate starters

Salary - £26,300

Hours - Full Time

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 OctoPalooza.

OctoPalooza Event

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.

Along the way, you'll chat with our recruitment team and your Recruiter will help you throughout different stages.

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 per cent 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!