Octopus Jobs – Customer Operation Specialist In Sunderland

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