Customer Operations Specialist

Overview

Support customer journeys from contract to delivery, improve processes, ensure great CX.

Key Responsibilities

• customer journeys
• process improvement
• issue escalation
• growth planning
• problem solving
• team scaling

Tasks

This customer-facing role will focus on carrying out, and suggesting improvements to our existing processes, ensuring that our customers have delightful, memorable experiences. Things move fast, here at OEV, so your input will also help shape the future of how we interact with our customers at all the stages of their journey. Why we do it. Greener. Fairer. Future.We are looking for a Customer Operations Specialist who can help us deliver our mission to make it seamless for individuals and businesses to make the transition to zero-carbon driving. This customer-facing role will focus on carrying out, and suggesting improvements to our existing processes, ensuring that our customers have delightful, memorable experiences. Things move fast, here at OEV, so your input will also help shape the future of how we interact with our customers at all the stages of their journey. We are growing rapidly and there is a relentless focus on scalability whilst maintaining the highest levels of customer satisfaction. This is an early junior hire into the Ops team, so there is lots to do but also a chance to influence how we provide our service and plenty of development opportunities. Over time you will also support us in building the customer experience team as we hire more Operations Specialists in the future.This role will be based out of our London or Brighton office 3 days a week. What you'll doWork with colleagues in the customer experience team and across other parts of the business to ensure that our customers receive the best experience during every interactionSpecifically, manage customer journeys from contracting right through to car delivery and after, escalating issues where neededFeedback on our current service processes and systems and propose changes where necessary, based on prior experienceProblem solve! Ensuring everything is ready for the customer to enjoy a smooth transition and removing any blockers if they ariseHelp us to plan for growth in terms of customers and the team and get stuck in where necessary to affect thisWhat you'll needDon't worry, previous knowledge of EVs/the automotive industry is not required!A passion for problem solving and going above and beyond to ensure you deliver a great customer experienceExperience working independently and as part of a close-knit teamA curious and keen-eye for detail to spot areas of improvement - we love hearing examples!To be a natural finisher and an effective operator - you leave no loose ends in your pathTo want to be part of a rapidly growing company and be comfortable adopting changes quicklyWhy 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! We are looking for a Customer Operations Specialist who can help us deliver our mission to make it seamless for individuals and businesses to make the transition to zero-carbon driving. -Help us to plan for growth in terms of customers and the team and get stuck in where necessary to affect this -Work with colleagues in the customer experience team and across other parts of the business to ensure that our customers receive the best experience during every interaction -Specifically, manage customer journeys from contracting right through to car delivery and after, escalating issues where needed

Requirements

• problem solving
• detail oriented
• independent
• team player
• london
• brighton

What You Bring

This role will be based out of our London or Brighton office 3 days a week. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. -Feedback on our current service processes and systems and propose changes where necessary, based on prior experience -A curious and keen-eye for detail to spot areas of improvement - we love hearing examples! -A passion for problem solving and going above and beyond to ensure you deliver a great customer experience -Experience working independently and as part of a close-knit team -Don't worry, previous knowledge of EVs/the automotive industry is not required!

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Benefits

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. 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.Please note we use AI to help us assess applications fairly and objectively. 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 may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. 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. -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