Operations Support Specialist - Low Carbon Heating

Number of employees

3800

Brighton, UK, United Kingdom

Posted on: 2024-02-16

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

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 believe energy should be better - for you and the environment. 

Octopus Energy Services is spearheading the transition to greener, cheaper energy through the installation of in-home technologies; from smart meters and EV chargers; to low carbon heat pumps, home batteries, solar, and beyond. We deliver smart energy, low carbon solutions for our customers.

We’ve fallen head-over-heels with heat pumps - which provide an ultra-efficient, reliable alternative to gas boilers. Our Business Development Executives will learn all about them at our £10m training and R&D centre to then educate our customers on these magical systems. We are utilising Octopus Energy’s awesome tech power to make electric heating the smart, accessible and clean choice for every home in the UK.

At Octopus, the customer is at the heart of everything we do. As a vital point of contact for customers, our inbound customer sales support team delivers the outrageous experience Octopus Energy customers love and expect.

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

  • Support customers on their heat pump journey from point of interest, to ability to purchase and beyond! This will include:
  • Liaising with our surveying team to help us arrange visits & meet demand; ensuring our surveyors can get to all our customers.
  • Support customers who are reaching out to us regarding their interest in a heat pump from Octopus
  • Manage inbound contact through various channels and respond or redirect as appropriate
  • Make outbound contact to customers to schedule survey visits
  • Demonstrate exceptional team-working and stakeholder support skills, seamlessly ensuring all contacts points and managed with quality and speed
  • Provide excellent customer service during all customer, team and stakeholder interactions
  • Identify and communicate developments to further enhancing the customer experience 
  • Oversee a variety of support tasks that in turn aid our wider sales & customer experience teams to deliver top notch service.
  • Be an advocate for low carbon products and build a bank of knowledge to be trusted as an expert in responding to the varied need of customers
  • Support, where needed, customer progression into and through our sales journey, supporting uptake and conversion of orders to sales
  • Potentially transition into helping customers directly with their install journey, post-sale.

  • What you'll need

  • Be an exceptional communicator, ensuring customers feel good about each and every every conversation and are motivated to upgrade their heating system 
  • Proven track record of excellent customer experience 
  • Either previous customer support experience within a consultative environment or a strong  passion for energy and decarbonisation 
  • Excellent listening skills and decision making skills to ensure the best outcomes for consumers
  • A start up / entrepreneurial mind-set being able to adjust to change and keep up with a fast moving business 
  • A constant focus on improving and developing personally and within a business
  • Experience with talking to customers about their needs and the ability to manage technical interactions (supported by our technical team)
  • Why else you'll love it here

  • Salary: £24,300
  • Working days: Mon-Fri
  • Share options in Octopus Energy Group
  • 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!
  • What do you get? Click here
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