Operations Specialist

Octopus Energy Ltd; City of Westminster; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Perks hub

Awards & recognition

Job summary

Octopus EV is looking for a Quality Assurance professional to audit customer interactions across calls, emails and chat, ensuring compliance with our QA framework and FCA requirements. You will deliver actionable feedback to drive improvements in customer service and set expectations for drivers.

Ideal candidates have proven QA experience, attention to detail, and the ability to work independently as well as within a team.

Qualifications

• Proven experience in Quality Assurance is essential.
• Experience with FCA regulatory requirements, such as treating vulnerable customers fairly and complaints compliance.
• Experience handling customers in arrears is preferred.

Responsibilities

• Audit customer interactions (calls, emails, chat) to measure quality.
• Reinforce best practices and service standards.
• Provide actionable feedback to management to improve service levels.
• Track trends and improvements to support coaching and process changes.
• Highlight knowledge gaps and propose process improvements.
• Enable teams to set reasonable expectations for drivers.
• Conduct compliance checks on identity, data protection and FCA requirements.

Skills

Attention to detail

Feedback and critique

Time management

Independent working

Unbiased decision making

FCA regulatory knowledge

Experience with arrears

Job description

At Octopus EV, customers are at the absolute heart of everything we do. As our customer base grows rapidly, we are constantly seeking ways to deliver exceptional service that sets us apart from the rest of the leasing industry. We are looking for a keen eye for detail to join our Operations team; someone who won't just report on problems, but will help us truly understand what our customer-facing teams needs, where & why they face friction, and how we can proactively solve those challenges. The QA team is responsible for reviewing our customer-facing interactions with drivers to ensure they remain fully compliant and follow internal processes, in line with our QA framework. Our goal is to increase the percentage of all interactions that are Quality Assured to continuously monitor the risk to our business of how we communicate with our customers and improve our customer experience.

What you'll do

• Audit our customer interactions (calls, emails, chat) to measure the quality of conversations in line with our QA standards.
• Reinforce best practices and expected standards of service levels.
• Provide actionable feedback to our management teams to improve customer service levels.
• Tracking trends and improvements over time to support data-driven coaching and process changes.
• Highlight knowledge gaps and where there is a need for process improvements.
• Enable our teams to set reasonable expectations for our drivers.
• Conduct compliance checks regarding legal expectations, specifically focusing on identity checks, data protection practices and FCA requirements.
  Proven experience in Quality Assurance is essential.

You will also be able to demonstrate

• Strong attention to detail.
• Ability to take on board feedback and are confident in providing honest, constructive critiques.
• Excellent time and focus management skills.
• Self-motivation and the ability to work well independently, as well as in a team.
• Ability to demonstrate unbiased decision-making.
• Understanding of FCA regulatory requirements, such as treating vulnerable customers fairly and complaints compliance.
• Experience with customers in arrears.

Perks and achievements

• Octopus Energy Group 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! Visit our perks hub - Octopus Employee Benefits
• Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We've also been placed in the top 10 companies for senior leadership

Things to note

• P.s. just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
• We use AI to help us assess applications fairly and objectively. We're totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we're really interested in hearing your unique perspective and real‑world stories. That's the stuff we can't get from a bot or a prompt!

About us

The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK. We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal. Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. We're an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% 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.

If you'd like to know more about how we use your data, you can reach out to us via email at [email protected]. We're happy to help!