Octopus Energy - Customer Advisor

Workforce; Birmingham; Hybrid; GBP 18,000 - 20,000; Full time

Job summary

A client-focused service provider in Birmingham is seeking a Customer Advisor to engage with customers and deliver excellent service. The ideal candidate will have strong communication skills and customer service experience. This full-time position offers a competitive salary, benefits including holiday and a pension scheme, and opportunities for personal development in a supportive environment.

Benefits

Competitive salary and bonus scheme

22 days holiday

Pension scheme

Employee Assistance Programme

Wellbeing initiatives like yoga

Opportunities for charitable work

Qualifications

• Excellent verbal and written communication skills are essential.
• Customer service experience, either by phone or face-to-face, is required.
• Ability to manage workload professionally and calmly in a fast-changing environment.

Responsibilities

• Provide excellent customer service through inbound/outbound calls.
• Resolve customer queries and explain solutions clearly.
• Maintain accurate records of customer interactions.

Skills

Excellent verbal and written communication skills

Customer service experience

Technical mindset to troubleshoot

Adaptable to target-driven environments

PC-literate and detail-oriented

Job description

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Octopus Energy - Customer Advisor, Birmingham

Client: Workforce

Location: Birmingham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 6ad323997edf

Job Views: 20

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

Advert

Full Time - WFH, commutable distance from Birmingham - 40 hours per week

Start date: 29/11/2021 and 17/01/2022

Permanent

£18960 rising to £19390 after three months

Monday to Friday 9AM-5:30PM

Role overview

Our Customer Advisors are skilled at engaging with customers and building rapport. They deliver excellent service to our clients and their customers while meeting performance targets. Their day involves customer interactions where they solve problems, resolve disputes, and find solutions.

Customers may have queries about Direct Debit, bills, or complaints.

Advisors have autonomy in their work and are encouraged to bring their ideas for better outcomes for customers.

Role Profile

• Consistently providing excellent customer service through inbound/outbound calls and query resolution
• Sharing knowledge to handle customer queries and explain solutions clearly
• Maintaining accurate records of customer contact for follow-up and liaising with internal departments
• Performing administrative tasks related to customer contacts
• Taking ownership of issues that take time to resolve and keeping customers informed
• Collaborating with colleagues across departments to resolve issues and prioritize customer needs
• Ensuring customers understand complex processes, such as switching suppliers
• Proactively contacting customers about issues affecting their accounts
• Meeting or exceeding quality and service targets and KPIs
• Supporting colleagues with complex inquiries and suggesting process improvements
• Driving personal performance with a development plan and coaching
• Working effectively as a team and influencing colleagues positively

You :

• Have excellent verbal and written communication skills
• Possess a technical mindset to troubleshoot accounts
• Have customer service experience, either by phone or face-to-face
• Can manage workload professionally and calmly
• Are adaptable to target-driven, fast-changing environments
• Are quick learners, PC-literate, detail-oriented, and comfortable with numerical calculations
• Are confident with new technology

What we offer:

• Competitive salary and bonus scheme
• 22 days holiday
• Pension scheme
• Recognition and awards
• Wellbeing initiatives like yoga and mental health support
• Employee Assistance Programme
• Opportunities for charitable and volunteer work
• A diverse, supportive, and engaging workforce