About Company
At Octopus Energy, we’re not just an energy company; we’re a technology and service innovator fiercely dedicated to transforming the global energy system. Founded in 2015, our mission is to make green energy affordable, smart, and accessible to everyone. We’ve rapidly grown to become one of the UK’s leading energy suppliers, serving millions of homes with 100% renewable electricity and driving the adoption of sustainable technologies like heat pumps and electric vehicles. We pride ourselves on our award-winning customer service, empowered by a unique blend of cutting-edge technology and genuine human connection. Our culture is vibrant, collaborative, and fast-paced, encouraging innovation, ownership, and a customer-first approach. We believe in empowering our people to make a real difference, providing an environment where creativity flourishes and every voice is heard. Join us in our journey to build a better, greener future for all.
Job Description
Are you passionate about providing exceptional customer service and looking for a role that offers true flexibility? Octopus Energy is seeking a dedicated and empathetic Remote Customer Advisor to join our dynamic team in London. In this flexible role, you will be the first point of contact for our customers, providing essential support and guidance on a wide range of inquiries related to their energy accounts, billing, smart meters, and general service needs. This isn’t just about answering calls; it’s about building rapport, understanding customer needs, and offering effective, personalised solutions with a friendly and positive attitude. You’ll be a vital part of our mission to deliver world-class service and ensure our customers have the best possible experience with their energy supply. We value problem-solvers who can think on their feet, communicate clearly, and genuinely enjoy helping people. With a comprehensive training program and ongoing support, you’ll gain in-depth knowledge of the energy sector and our innovative services. This role offers the convenience of working from home, allowing you to manage your work-life balance while being an integral part of our London-based team culture, contributing to our ambitious goals from wherever you are in the UK. We’re looking for someone who thrives on helping others, is adaptable, and is excited to be part of a company that is changing the energy landscape.
Key Responsibilities
- Handle a high volume of inbound customer inquiries via phone, email, and chat, providing accurate and timely information.
- Resolve customer issues efficiently and effectively, escalating complex cases to specialist teams when necessary.
- Educate customers on our products, services, and sustainable energy solutions, including smart meters and renewable tariffs.
- Process account updates, billing adjustments, and service requests with precision and attention to detail.
- Maintain comprehensive and accurate records of customer interactions in our CRM system.
- Adhere to company policies, procedures, and regulatory guidelines to ensure compliance and data security.
- Proactively identify opportunities to improve the customer experience and contribute to team knowledge sharing.
- Collaborate with colleagues and other departments to ensure seamless service delivery and problem resolution.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Demonstrable empathy, patience, and a customer-centric mindset.
- Proficiency in using computer systems and comfortable with learning new software quickly.
- Ability to work independently and manage time effectively in a remote work environment.
- Reliable high-speed internet connection and a quiet, dedicated workspace.
- Minimum of 1 year experience in a customer service or customer-facing role.
- A strong desire to learn and adapt in a fast-paced, evolving industry.
Preferred Qualifications
- Previous experience in the energy sector or utilities industry.
- Familiarity with CRM software (e.g., Salesforce) and telephony systems.
- Experience working in a remote or hybrid team environment.
- A track record of exceeding customer satisfaction targets.
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Flexible working hours to support work-life balance.
- Comprehensive health and wellness programs.
- Generous pension scheme.
- Opportunities for continuous professional development and career progression.
- Access to exclusive employee discounts and benefits.
- A vibrant and inclusive company culture focused on innovation and collaboration.
- Contribution towards home office setup.
- Regular virtual team social events and engagement activities.
How to Apply
If you are ready to make a significant impact and join a company at the forefront of the energy revolution, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter detailing why you are the perfect fit for this role and Octopus Energy.