Operations Manager - BAU

Octopus Energy

3800

London, UK, United Kingdom

Posted on: 2023-02-15

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

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for a talented Operations Manager to join our team to help define what the world thinks of Octopus Electric Vehicles.

You’ll join our existing 2 Ops Managers who are responsible for “Customer Care” and “Quality Assurance, Learning & Development” respectively. Your focus will be on the “Business as Usual” tasks, ensuring that we’re effectively working to our targets across our core Customer Operations.

Our Operations team is growing fast, and you’ll play a key part in helping to streamline processes, and taking the lead on implementing new approaches and effective ways of working. This is a great opportunity to use creative thinking in a fast-paced delivery environment.

If this sounds like you then we'd love to hear from you.

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

What you'll do

Take full ownership of the day-to-day running of Core Customer Operations

Be the ultimately-accountable person for ensuring we hit our KPIs, e.g.

-95% answer rates on the phone

-Average email response times of <1hr

-100% compliance for our deliveries (all pre-delivery checks completed. always)

You’ll be responsible for defining how our KPI’s for each Ops team should change over time as our business grows and becomes more complex

Be responsible for our headcount forecasting and driving hiring to make sure all core Customer Ops + Specialist teams have the right skill-sets and number of people

Manage a team of ~5 Team Leads (each responsible for ~10 Customer Ops Specialists), coaching and inspiring them to do some of the best work of their careers

Empower all our team leads to take ownership of their own team’s success, coming to you for help with finding the right people for their team

Lead on project managing some of the more reactive work e.g. curveballs the leasing industry throws our way

Reviewing existing arrangements, giving suggestions on alternatives as well as clear, actionable recommendations highlighting risks, mitigations and measurable outcomes

Leading implementation of new approaches including revised customer journeys, changes to our systems, reporting and team training tools

Work to improve our team’s understanding and technical proficiency of Key2, our core leasing system

Own complex problems, generate & implement solutions

Help the wider team by “flexing” in busier periods: taking on responsibilities to help with the management of the Customer Operations team, hiring, managing interns, supporting team leads, developing and maintaining our reporting tools

What you'll need

An operational mindset - scope, implement, scale is the way we look at everything

To thrive in ambiguity, ask incisive questions and take a structured approach to problem-solving

A strong bias to analysis and analytical capability - being able to quantify requirements or problems and work through them based on rational principles is key

High levels of comfort with managing and interpreting data

Demonstrated history of ownership, close collaboration with colleagues as well as strong presentation and communication skills

To be naturally curious with a history of measurable positive impact wherever they go and a completer-finisher mentality

Experience of using basic spreadsheet programmes is essential as is an ability to get to grips with software tools that are new to you, fast

Experience working in a high growth company

The ability to write a SQL query to help you solve problems are desirable but not essential

Why else you'll love it here

Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!

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!

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