BizOps Energy Specialist

Number of employees

3800

London, UK, United Kingdom

Posted on: 2024-04-15

Category: energy

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Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

About the company:

We're on a mission to make a big green dent in the universe by building a truly sustainable energy system globally.

That means making power greener, smarter, and more affordable for everyone.

We put customers at the heart of everything we do: with always-fair prices, transparency and outrageous customer service.

We drive system change: with transformative tech to make renewable energy the norm and end global reliance on fossil fuels.

Octopus Energy Group is made up of 10 businesses spanning 6 countries across 3 continents, including: Octopus Energy Retail, Kraken Technologies, Octopus Energy Generation, Kraken Flex, Octopus Electric Vehicles, and the Octopus Centre for Net Zero. More on OEG @ octopusenergy.group

At Octopus Energy for Business (OEB) we help UK small businesses flourish. Our smart green energy products bring together amazing levels of customer service, fair and transparent pricing, and innovative tariff structures, to turbocharge the SME sector’s transition to net zero and lower energy costs. To us, small businesses are the heartbeat of British society and communities, and we are passionate about supporting them and seeing them succeed.

We are on a rapid growth trajectory, as we radically disrupt the business energy market for the better, just as we’ve done with household energy. Due to our growth (+100% in the last 12 months), we are looking for more Energy Specialists to join one of our three friendly and dynamic teams.

Why we think you'll love being in BizOps...

● You’ll be part of a close knit team and wider team across different sites and remote
● You’ll quickly upskill in business industry knowledge
● You’ll have the chance to prove yourself with project work
● You’ll get exposure to senior leaders and other domains (data, marketing/comms, product, commercial, pricing etc)
● OEB has big plans for growth over the next few years and you’ll have the chance to grow with it
● OEB and BizOps is start up vibes with a fast growing team

What you'll do...

Phone calls
● Whilst customers can do most things online, sometimes they prefer to call
● Everyone on the team shares the responsibility for taking calls so that there’s variety in the day to do other things
● This may be 4-7 hours a day on our business phone line
● We’re friendly and helpful and we respect the customers time, knowing that they are busy running their business

Emails
● When customers can’t self-serve online, they drop us an email
● We aim to respond within a day but know this isn't always possible if it's a tricky one!
● Our Energy Specialists are responsible for following up and making sure all queries are fully resolved the first time around

Complaints
● We don’t live in a perfect world and sometimes things go wrong
● Once a complaint is raised, it’s yours to look after and for you to win back the customers trust!
● You’ll get time in the day to revisit and progress things to see them through to the end

Billing and account maintenance
● Our industry leading systems do a lot of cool stuff on their own! But sometimes the cogs get stuck or things need a nudge
● You’ll get time in the week to work on stuff that keeps the engine running. This could be anything, from releasing held bills, to working on read disputes, to fixing smart meters remotely

Upskill in different tariffs
● Panel power
● Electroverse

Learn about different gov schemes and how they impact our customers
● EBRS
● EBDS

Become confident in suggesting improvements (and turning them into a project!) to make it better for our business customers and also the way we work

Some time each week to work on projects or up-skill in specialisms and extra training including:
● Acquisitions/growth
● Credit
● Data
● Half-hourly industry
● Billing (NHH & HH)
● Customer happiness & complaints
● Regular exposure to the OEB commercial team

The types of people we would love to hear from are those that are...

Excited to help customers - Customers are at the centre of everything we do. From the CEO to our Data Scientists, everyone across the business deals with customers. In Operations, we’re at the forefront and the main point of call for all our customers and it will be your main responsibility to go to the ends of the earth to keep our customers impressed and excited about Octopus Energy being their energy supplier.
Open minded - We’re a rapidly growing company, which means sometimes things go wrong, and we don’t shy away from this. We take everything as a learning curve and expect you to as well, being proactive in spotting weak areas and suggesting solutions and improvements to the customer’s experience.
Approachable - Everything we do in operations, and across Octopus, is built around teamwork. People in our teams are always there to support and help each other and we expect everyone to be a team player.
Inclusive - We are looking to continue building our wonderful, inclusive culture full of enthusiastic, unique and diverse people from all backgrounds as we grow and continue to change the industry.
Dedicated to sustainability - As a renewable energy supplier, those who are a part of our team are also deeply committed to helping in any way they can in their own lives in the fight against climate change and making a positive impact for the future.
Committed to improvement - Our energy specialists are the main point of call for our customers and their input hugely shapes the customer journey. We are looking for people who will actively looking for ways in which we can improve the customer experience and not be afraid to speak up.
A strong work ethic - A role in operations is very fast paced and can be challenging at times. We’re looking for people who can deal with challenging situations and who are responsible for their own future by working extremely hard to achieve their goals.

Getting to this point would not have been possible without the commitment and hard work of everyone in the team. Every Friday afternoon we have ‘Family Dinner’, where all our teams connect through a video link with snacks and drinks for updates from the week and to recognise achievements across the teams. We are growing very quickly and enjoy celebrating our hard-earned milestones, so don’t be surprised if we have a little celebration here and there (sometimes with bouncy castles full of cuddly Octopuses), like when we reached half a million customers.

If you want to be a part of this team and journey then we want to hear from you.

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