Overview
Position Title: Customer Operation Specialist
Company: Octopus Energy
Location: Sunderland, UK
Job Description
The purpose of the role is to provide effective assistance to the Operations Team as an Administrator. You will support in the co-ordination of data and reporting requirements for our clients along with supporting the consultancy and project management offices with general administrative duties.
Responsibilities:
- Talk to customers that might be in financial difficulty – you will use your initiative to find the best way forward through agreeing on appropriate repayment plans
- Assist in handling 3rd party agency queries
- Gain updates from our revenue protection engineers that have attended site visits
- Use your skills of empathy to offer support to vulnerable customers and use tools such as the Debt Assistance Scheme/hardship funds to find the best way forward
- Handle customer intercoms and support more broadly across the wider team and payments platforms
- Respond to queries via our internal messaging system with lighting speed and accuracy
- Use external tools such as Tully to review affordability levels and engage with customers to agree on repayment plans that are easy for both customer and company
Requirements:
- A self-starter that can use their own initiative to problem solve and make sound decisions
- Passion for customers and always seek to provide first-class customer service both internal and external
- Helpful and patient (it’s a job with a thousand questions)
- Able to manage your own workload
- A fast learner with a meticulous eye for detail
- Most importantly, high levels of understanding, empathy and patience
- The ability to thrive in an unstructured, ‘go with the flow’ type of working environment
- Fluid and comfortable in a fast-paced environment where you might be pulled in different directions
About Octopus Energy
We make energy better for customers, build transformative technology, and empower people to make sustainable change for the future.
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