Customer Care Executive

Overview

Handle and investigate complex customer complaints for electric car leasing services.

Key Responsibilities

• regulatory compliance
• sla management
• data monitoring
• root cause
• complaints database
• customer communication

Tasks

-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 -Communicate with internal and external parties as needed to investigate and close complaints -Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives -Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback -Maintain and update the complaints database with accurate information -Document all complaints according to policies and procedures -Make recommendations for fair redress and remedial actions -Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed -Work across multiple internal and external platforms whilst maintaining attention to detail -Handle complex inbound and outbound communication with customers in a calm and professional way -Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve

Requirements

• communication
• complaint handling
• fca-regulated
• disp
• deadline management
• fos liaison

What You Bring

We’re looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments. Why we do it. Greener. Fairer. Future.We’re looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments. The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify & provide fair outcomes to our customers. What you'll doThoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve Handle complex inbound and outbound communication with customers in a calm and professional way Working 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 occasionally report against KPIs/SLAs to support management when needed Communicate with internal and external parties as needed to investigate and close complaints 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 Make recommendations for fair redress and remedial actions Document all complaints according to policies and procedures Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback What you'll needWork across multiple internal and external platforms whilst maintaining attention to detailProven track record of managing and meeting strict deadlines whilst continuing to support peersProven Complaint Handling experience in an FCA-regulated environment High level understanding of DISP regulations Excellent written and verbal communication skillsAbility to build strong relationships with internal and external partners (power of persuasion) Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essentialWhy else you'll love it hereOctopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people 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 Group 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! Visit our perks hub - Octopus Employee BenefitsJust to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies! The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify & provide fair outcomes to our customers. What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future.We’re looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments. The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify & provide fair outcomes to our customers. What you'll doThoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve Handle complex inbound and outbound communication with customers in a calm and professional way Working 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 occasionally report against KPIs/SLAs to support management when needed Communicate with internal and external parties as needed to investigate and close complaints 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 Make recommendations for fair redress and remedial actions Document all complaints according to policies and procedures Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback What you'll needWork across multiple internal and external platforms whilst maintaining attention to detailProven track record of managing and meeting strict deadlines whilst continuing to support peersProven Complaint Handling experience in an FCA-regulated environment High level understanding of DISP regulations Excellent written and verbal communication skillsAbility to build strong relationships with internal and external partners (power of persuasion) Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essentialWhy else you'll love it hereOctopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people 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 Group 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! Visit our perks hub - Octopus Employee BenefitsJust to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies!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. -Excellent written and verbal communication skills -Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential -Proven Complaint Handling experience in an FCA-regulated environment -Proven track record of managing and meeting strict deadlines whilst continuing to support peers -High level understanding of DISP regulations -Ability to build strong relationships with internal and external partners (power of persuasion)

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Benefits

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 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. 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! 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 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. -Just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies!

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.

Sector Specialisms