Customer Service Advisor - Energy (London)

Octopus Energy Group; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

EV salary sacrifice

Cycle-to-work scheme

Share options

Fully stocked kitchens

Weekly Family Dinner

Job summary

Octopus Energy Group is seeking a proactive customer support advisor in London to demystify bills, meters and tariffs through real conversations.

You will resolve billing queries and meter issues with a proactive approach, handling end-to-end inquiries, including complaints, without relying on scripts. Flexibility and empathy are essential in delivering great service in a fast-paced environment.

Qualifications

• Excellent customer service mindset and passion for helping customers.
• Able to ask clear questions and navigate evolving situations.
• Collaborative mindset with colleagues to deliver great outcomes.
• Demonstrates empathy and patience with customers in challenging moments.

Responsibilities

• Assist customers in understanding bills, meters and tariffs.
• Tackle billing queries and meter issues with a proactive approach.
• Handle end-to-end requests, including complaints, with accuracy.
• Engage in conversations without scripts to provide genuine support.

Skills

Customer service

Questioning

Teamwork

Empathy

Adaptability

Problem solving

Job description

Want a soul-sucking call centre job? Yeah, neither do we. 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.

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 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.

What’s in it for you?

• EV salary sacrifice - drive electric & save
• Cycle-to-work scheme
• Share options - own a little piece of the pie
• Fully stocked kitchens - snacks = fuel = happiness
• Weekly ‘Family Dinner’ catch-ups

A bit about the role:

Location - Central London (Oxford Circus) Our need - Immediate starters Salary - starting from £28,900, with opportunities to up-skill from year one Hours - Must be available to work full time, Monday to Friday, 9am - 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.

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! 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. We’re happy to help!