Operations Manager - Customer Care

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 Ops Manager to join our team to help define what the world thinks of Octopus Electric Vehicles.

You’ll be joining our existing 2 Ops Managers looking after “Core Customer Ops” (ensuring we’re hitting our key business-as-usual metrics) and “Learning & Development” respectively. Your focus will be on the “Customer Care” (complaints/escalations + account management) tasks, ensuring that our customers, who are central to all our decision making, have the best experience possible.

You will be joining a growing Operations team and taking the lead in designing the structure of our new discipline: Customer Care. You’ll build new processes, hire a team and take the lead on implementing new approaches and effective ways of working with our customers in their most challenging situations.

The Customer Care team will work in partnership with our Account Management team, who’s key metric is to generate as many leads as possible. Your team will enable that by providing the slickest customer journey possible.

This will play a key part in shaping how our customers perceive us and therefore the success of our company as a whole. 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 building and nurturing a highly successful Customer Care team

Hire and manage a team of ~2 Senior Customer Care Associates, coaching and inspiring them to do some of the best work of their careers

Design and build the team structure of our Care Specialists (Customer Operations Specialists who spend 25% of their time on complaints + escalations)

Enable your managers to resolve customer complaints + escalations, at a business-wide and individual customer level

-These will originate from both our drivers, and their employers (i.e at a ‘driver’ and ‘account’ level)

Be the final point of escalation for complaints across Operations - you should empower your Associates to resolve 99% of these

Manage the partnership between the Customer Care team and Account Managers

Provide Account Managers with relevant information they need to effectively manage the customer base

Proactively identify potential risks to the business

Set expectations with Account Managers and Customers alike for complaints and give foresight of potential future complaints (with our plans to mitigate)

Own our Trustpilot page and score

Track trends in escalations to inform business decisions

Work hand-in-glove with the L&D Ops Manager to plug gaps in our Customer Operations Specialists’ knowledge

Empower all our team leads to take ownership of their own team’s complaints, coming to your team for advice

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

-75% of complaints closed within 4 weeks

-95% of complaints closed within 8 weeks

-(working with our L&D Ops Manager to ensure) <1 complaint / 1,000 customers / week

Lead on project managing some of the more reactive work: e.g. curveballs the leasing industry throw 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 based on escalation trends and customer feedback

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

To care deeply for our customers, but also be able to set clear boundaries and expectations

Have a low appetite for risk especially when relating to customer experience

Ability to thrive in cross-discipline collaboration

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

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

Experience building teams and processes from scratch

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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