Customer Care Team Leader (12month contract)

Overview

Lead a team handling and investigating customer complaints for an electric car leasing firm.

Key Responsibilities

• data monitoring
• performance reporting
• customer communication
• regulatory compliance
• database management
• root cause analysis

Tasks

-Make recommendations for fair redress and remedial actions -Communicate with internal and external parties, as needed, to investigate and close complaints -Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs -Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives -Handle complex inbound and outbound communication with customers in a calm and assertive way -Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints -Maintain and update the complaints database with accurate information -Ensure all complaints are documented according to policies and procedures -Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvement -Thoroughly investigate and analyse all escalated complaints

Requirements

• fca disp
• complaint handling
• data analysis
• team lead
• people skills
• fos liaison

What You Bring

The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail. Why we do it. Greener. Fairer. Future.We’re looking for a highly skilled Customer Care (Complaints and customer feedback) Team Lead to oversee our team who’ll investigate and analyse customer complaints in regulated and non-regulated environments over a parental leave cover of 12 months. The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail. What you'll do...Thoroughly investigate and analyse all escalated complaintsHandle complex inbound and outbound communication with customers in a calm and assertive wayWorking closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAsCommunicate with internal and external parties, as needed, to investigate and close complaintsEnsure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaintsMaintain and update the complaints database with accurate information Make recommendations for fair redress and remedial actionsEnsure all complaints are documented according to policies and procedures Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvementWhat you'll need...Proven ability to lead and motivate teams effectively - this is vital!Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experienceProven Complaint Handling experience in an FCA regulated environment High level understanding of the FCA’s DISP regulations Excellent written and verbal communication skills Ability to build strong relationships with internal and external partners (power of persuasion)Experience in data analysisExperience in suggesting and implementing business improvements based on feedback Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future.We’re looking for a highly skilled Customer Care (Complaints and customer feedback) Team Lead to oversee our team who’ll investigate and analyse customer complaints in regulated and non-regulated environments over a parental leave cover of 12 months. The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail. What you'll do...Thoroughly investigate and analyse all escalated complaintsHandle complex inbound and outbound communication with customers in a calm and assertive wayWorking closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAsCommunicate with internal and external parties, as needed, to investigate and close complaintsEnsure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaintsMaintain and update the complaints database with accurate information Make recommendations for fair redress and remedial actionsEnsure all complaints are documented according to policies and procedures Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvementWhat you'll need...Proven ability to lead and motivate teams effectively - this is vital!Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experienceProven Complaint Handling experience in an FCA regulated environment High level understanding of the FCA’s DISP regulations Excellent written and verbal communication skills Ability to build strong relationships with internal and external partners (power of persuasion)Experience in data analysisExperience in suggesting and implementing business improvements based on feedback Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case managementAbout us The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!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. We’re looking for a highly skilled Customer Care (Complaints and customer feedback) Team Lead to oversee our team who’ll investigate and analyse customer complaints in regulated and non-regulated environments over a parental leave cover of 12 months. -High level understanding of the FCA’s DISP regulations -Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience -Experience in suggesting and implementing business improvements based on feedback -Excellent written and verbal communication skills -Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management -Ability to build strong relationships with internal and external partners (power of persuasion) -Proven Complaint Handling experience in an FCA regulated environment -Proven ability to lead and motivate teams effectively - this is vital! -Experience in data analysis

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Benefits

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! About us The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!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. We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal. Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.

About Octopus Energy

-Founded with a mission to disrupt the energy sector with clean and affordable solutions. -Revolutionized the way consumers access renewable energy by making it easier and cheaper to switch to green energy. -A leader in the UK’s transition to renewable energy, specializing in solar, wind, and other clean technologies. -Through innovative technology and a customer-first approach, the company scales up energy solutions for homes and businesses. -Operates in multiple countries, providing both residential and commercial clients with green power and smart energy services. -Created a cutting-edge energy platform, Octopus Energy Power, that optimizes energy use and reduces costs. -Focuses on using technology to simplify energy management and reduce carbon footprints for consumers worldwide. -In addition to supplying energy, Octopus invests heavily in infrastructure to drive the future of energy generation and storage. -Has an impressive portfolio of projects that span across solar and wind farms, creating a large impact on the renewable energy landscape. -Known for a commitment to reducing reliance on fossil fuels while maintaining reliable and cost-effective energy solutions.

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