Octopus Energy Jobs – Digital Energy Specialist – Origin In Derby, UK

Overview

Position Title: Digital Energy Specialist – Origin

Company: Octopus Energy

Location: Leicester, UK

Job Description:

We are working with Origin, to migrate their 4.2 million customers to Kraken and set up a new part of their business using the world-class Octopus operating model.

Origin is in the process of figuring out what the out-of-hours team will look like in this new model. Kraken Technologies is here to help them with that.

We’re looking for people to join the Kraken Technologies team supporting the set-up of Origin’s operations in the UK.

You will be one of the founding members of this team so you will have the opportunity to shape what the out of hours support looks like for Australia’s largest energy supplier. We want your input on finding a scalable working pattern that supports Origin’s customers as we accelerate through the migration.

You will be setting the example for exceptional customer service. As the team grows, you will be a role model for the culture and will be expected to teach future team members the ropes.

Responsibilities:

• You’ll be open to experimenting with different ways of working across time zones to find a scalable rhythm for the future.
• Expect the unexpected: this is a new role in a new part of the business so there will be problems that we haven’t come across before. You’ll be comfortable figuring things out as we go.
• This is a role for early risers. We’d love your input on feasible timings but at the moment you’ll be working 7am-3pm during BST and 6am-2pm during GMT
• End-to-end customer service: Take full responsibility for all customer issues that you come across during the
• Australian evening and over the weekend. This will mainly be via email but you’ll pick up the phone to customers if needed…. You’ll be trained in every aspect of the customer experience and be able to help solve any problem.
• You will work full time (37.5 hours a week) with at least 8 of those either on Saturday or Sunday.

Requirements:

• To be tech savvy and curious. You’ll be an independent learner who enjoys learning new things.
• To be an excellent writer, and can support your work with helpful screenshots or videos. We use a mixture of great tools including Slack, Intercom, Kraken and email, and meetings via Zoom or Google Hangout.
• At least 1-2 years of customer service experience – we want to know you’re comfortable talking to people!
• To be obsessed about providing outrageously good customer experiences. Customers are at the centre of everything we do, and in Operations we get the opportunity to be the main point of contact for our customers.