ECO Applications Manager

Octopus Energy

3800

Coventry, USA

Posted on: 2024-06-20

Category: energy

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Expired

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

An exciting opportunity has arisen to join us as a ECO Applications Manager supporting our in-house & third party installation teams to ensure efficient handling of customer applications for projects under GBIS and ECO4 schemes 🐙

Here at Octopus Energy ECO we’re responsible for delivering the government ECO and Great British Insulation Scheme (GBIS) on behalf of Octopus Energy. We are super passionate about helping customers on low income and benefits to improve the insulation in their homes to help reduce bills and carbon emissions.

This is a key high profile appointment within our ECO business and you will be joining at an exciting time as we rapidly scale up activity building out our own installer teams throughout the UK. You’ll play a vital role in ensuring the smooth operation of our initial application processes . Your collaboration skills will be at the fore as you work with our brilliant operational teams to pull together the essential information that makes our part of the business tick.

• Octopus Energy is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people.

• We’ve also been placed in the top 10 companies for senior leadership, visit our UK perks hub - Octopus Employee Benefits

What you'll do

Develop expert knowledge of ECO and the schemes we are delivering

Manage an application process team of >15 colleagues responsible for validating & then verifying all the ECO Customer applications

Manage the day to day operation of the call centre and workflow that delivers our KPI’s (internal & customer)

Manage a multi channel environment liaising with customers digitally or by inbound or outbound calls

Produce, review & act on management information to improve operational performance & productivity

Seek to drive & uplift performance through innovative approaches

Identify ways to improve customer experience & quality of works ready orders either within your own area or by working collaboratively across the business

Achieve attrition & attendance targets

Manage ad-hoc incentive budgets to drive colleague engagement & performance

Develop colleagues for succession / progression planning

Transform working practices across the team with the introduction of Hubspot

Maintain submissions paperwork, adhering to relevant guidance for each scheme such as OFGEM, PAS and Building Regulations

Accurately input relevant information into internal databases and CRM systems & submit documentation to supplier portals

Ensure the team accurately screen all relevant documentation, photos and certificates, for any non-compliances & meet our customer compliance targets

What you'll need

Ability to see the bigger picture & not get lost in the detail

Proven experience in the call centre industry preferably in the Energy Industry/ECO

Evidence of track record will be a key differentiating factor - ideally have previous experience in ECO4/GBIS but not essential

Track record of delivering team KPI’s within a call centre, processing or customer service environment

Strong communication skills - people management, leadership & problem solving

Strong business acumen with evidence of business innovation / transformation

Someone who establishes and works with a network to deliver, with a focus on quality and pace

Thrive in a fast-paced environment, meeting internal and external monthly deadlines

Experience of working with Hubspot and Google Workspace an advantage

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