Smart Tech Specialist (Aftercare Support)

Octopus Energy Group; Brighton; Hybrid; GBP 28,000; Full time

Job summary

A leading energy company in Brighton is seeking a Customer Support Specialist to provide exceptional support to customers after installation. This role involves coordinating with field engineers, assisting with smart tariff queries, and ensuring customer satisfaction through effective communication. The ideal candidate will have a strong problem-solving mindset and a passion for low-carbon technology. This position offers a hybrid work model and competitive salary.

Benefits

Salary: £27,300

Hybrid work

Share options

Flexible hours

Qualifications

• Proven track record of delivering excellent customer experience.
• Experience managing technical customer interactions.
• Continuous personal and business improvement focus.

Responsibilities

• Customer after-install support as the first point of call.
• Respond to customers across calls, emails, and social media.
• Coordinate with field engineers for site visits.
• Identify remote fixes and collaborate with manufacturers.
• Assist customers with smart tariffs and technology.
• Communicate clearly and keep customers informed.
• Acknowledge mistakes and offer compensation if needed.
• Explain technical issues in plain language.
• Promote low-carbon technology.

Skills

Exceptional communication skills

Can-do mindset and problem-solving

Empathy for customers

Strong coordination skills

Tech-curious

Autonomous decision making

Adaptability

Job description

Help us make a big green dent in the universe. Octopus Energy Services is spearheading the transition to greener, cheaper energy through the installation of in‑home technologies. When something’s not quite right after installation, we’re the team that rolls up our sleeves and sorts it.

About the Role

As a vital point of contact for customers, our Operations Support team delivers the outrageous experience Octopus Energy customers love and expect.

Responsibilities

• Customer after‑install support – the first point of call to get issues sorted.
• Multi‑channel support – respond to customers across calls, emails, internal channels and social media.
• Field engineer coordination – when site visits are needed, coordinate with on‑the‑ground teams.
• Manufacturer collaboration – identify remote fixes and know who can resolve issues.
• Smart tariff assistance – help customers get the best out of smart tariffs and technology.
• Communication and transparency – keep customers informed, reassure them and confirm progress.
• Ownership and resolution – acknowledge mistakes, make it right and, where needed, offer appropriate compensation.
• Technical clarity – explain complex technical issues in plain language so customers understand their product.
• Champion low‑carbon technology – enhance the overall experience and increase confidence in home technology.

Qualifications

• Exceptional communication skills that leave customers feeling good.
• Can‑do mindset and excellent problem‑solving – think on your feet and act quickly.
• Empathy for customers with busy lives.
• Proven track record of delivering excellent customer experience.
• Strong coordination skills under time pressure.
• Tech‑curious and passionate about low‑carbon technology.
• Autonomous decision making and proactive action.
• Start‑up / entrepreneurial mindset and adaptability to a fast‑moving business.
• Continuous personal and business improvement focus.
• Experience managing technical customer interactions.

Benefits

• Salary: £27,300
• Hybrid work – alongside on‑site support.
• Share options in Octopus Energy Group.
• Flexible hours – 8 am – 8 pm Mon – Sat, 10 am – 6 pm Sun.
• Future cross‑product support – heat pumps, solar, smart tariffs and more.

Equal Opportunity

Octopus Energy is an equal opportunity employer. We do not discriminate on the basis of any protected attribute and are committed to providing an inclusive work environment for everyone.

Apply

If this sounds like you, we’d love to hear from you.