Operations Manager (Customer Care and Install Support)

Number of employees

3800

Manchester, UK, United Kingdom

Posted on: 2024-04-02

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

Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need loads more people to help us make our vision a reality.

We're looking for an experienced Operations Manager who will be responsible for leading and developing our heat pump installation support operations as we accelerate our mission of bringing low carbon technology to domestic households across the UK. Our installation support function, based in our cool and cosy Manchester city centre office, support customers during the period leading to having a new heating system installed in their homes.  They ensure the journey runs smoothly and essentially act as a concierge for any work that may need to be completed prior to the installation. You will be responsible for driving the performance of this department via our team leaders, supporting them in delivering exceptional results from their frontline teams. Initially you’ll lead an operation of circa 35 people but this will grow further, providing awesome development opportunities as we scale.

Your teams will be the face and the voice of Octopus Energy Services, advising and supporting customers throughout their journey towards awesome low carbon technology for their home, primarily heat pumps but also supporting the delivery of solar panels, in-home batteries & EV chargers

We’re looking for someone with a genuine passion for team development and coaching - the ability to lead leaders and help them and our wider teams deliver successful results.  A passion for sustainability is a must with a relentless desire for bringing to life the exceptional benefits of our products and providing customers with a truly exceptional experience.

We are a high and fast growth area of the business and we need someone who fits the mould of powering that forwards.

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

  • Manage a frontline leadership team, developing their capability to drive elite performance and deliver progressive results from their own teams
  • Ensuring we provide outstanding customer service, facilitating the recording of customer satisfaction and sharing best practice measures across the team and wider business
  • Bring to life for the business innovative mechanisms for continuous improvement, helping optimise every stage of the customer journey through tech, processes and people 
  • Proactively and analytically identify innovative in ways of supporting customers in making the transition to a heat pump easy and enjoyable
  • Ensure the team are diligently managing their individual customer pipelines through to delivery, developing a culture where are people want to exceed targets 
  • Implement a performance culture and routine within the team to unleash their full potential through regular 1:1s, coaching, setting stretching objectives and providing regular feedback on performance and results 
  • Supporting the delivery of resource growth in your team, identifying necessity and benchmarking excellence
  • Forecasting ongoing team results through people and data led information
  • Build and maintain superb relationships with stakeholders across the entire Octopus Energy business to deliver collaborative outcomes and help support consistency
  • What you'll need

  • A proven record of creating a culture of high performance, trust, wellness, and strong authentic relationships across all teams. Our people love coming to work and your teams should too
  • A ruthless focus on performance development, team management and continuous improvement
  • Previous management experience, ideally leading leaders, along with a strong passion for energy technology and decarbonisation 
  • A ruthless focus on the customer with a genuine passion for going above and beyond to deliver outstanding outcomes
  • An ability to show a completer finisher mentality and an understanding of processes as a whole being able to see the why behind each section of the business and how that creates the entire vision 
  • A start up / entrepreneurial mind-set being able to adjust to change and keep up with a fast moving business 
  • Able to develop a base technical product knowledge to support how we will help our customers navigate to achieve low carbon energy use in their homes, through our products
  • Being able to work autonomously whilst knowing when to seek the right approvals is key. We advocate strongly the opportunity for getting on and getting things done without creating ambiguity

  • 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! 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
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