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Energy Specialist / Customer Operations Legend

Evolve Energy

Evolve Energy

Customer Service, Operations
Wellington, New Zealand
Posted on Friday, March 31, 2023
About Octopus Energy
Since 2015, Octopus has been on a mission to bring affordable, green energy to the world. With the help of our in-house developed technology platform, Kraken, we’ve become the 4th largest energy supplier in the UK, opened retailers in 5 other countries, and licensed our software to retail giants including E.ON in the UK and Origin Energy in Australia. We’ve reinvented energy products with smart, data-driven tariffs to balance customer demand with renewable generation - and we’re the biggest investor in renewable generation in the UK.
We've since expanded our tentacles to New Zealand, and we are now looking for some (Wellington based) amazing customer operations legends - we call them Energy Specialists, because once you are finished training with us, you'll be just that. Working with Octopus Energy is a chance to join an exciting scale-up business within the energy supply sector, one that’s at the forefront of changing the landscape of the energy industry across the world. A role with us offers you the chance to contribute to building world-class operations that will catapult you into a fantastic career.
More about the role
Please note this is immediate start only
At Octopus you’re not a number, you're a human and we treat you like one. And that’s how we want our customers to feel too. We have a unique culture of talented people brought together by shared values and sense of purpose. It's about making a real difference and we need someone to help our customers, like genuinely help. You would always be asking yourself, what can I do here to make this customer's day?
Our aim is that every customer feels respected, listened to and understood and we will work with them to find solutions. You'll be the first point of contact for our customers and provide support to a range of people with various backgrounds, ages and situations providing them with assistance, tools, and support to access our services. You may need to lead calls, and in these cases, you will do so with empathy and understanding to help callers navigate and resolve sometimes complex situations and queries. Our energy specialists are given the best training so they feel comfortable making important decisions to ensure that people are given the right support - trust us you’ll get a kick out of sorting something out end to end.

This means you will

  • Be comfortable chatting to customers over the phone and via email, all whilst having the freedom to help them in a way you too would like to be helped.
  • Take ownership of their needs and find a way, no matter what, to figure things out with them
  • Be excited to work somewhere with a strong team focus with personal and team targets
  • Happily split your time between customer contact and back-end customer issues
  • Handle everything with the opportunity to become a specialist in an area that you enjoy most, in other words, no separate billing, complaints teams etc
  • Have team player vibes - willing to step up when your team needs
  • Come to work with a can-do attitude - chops and changes to the work schedule won’t be an issue with your positive approach
  • Love a bit of Humour - customer service is people working with people, for people… everyones day is sweeter with a bit of a laugh
  • Be computer savvy with the basics
  • Enjoy problem-solving ability and initiative
  • Have excellent communication skills and ability to adapt to the wide range of customers we speak to
  • Be able to work in a high performing environment and be self-managing to fill your time

What you will love about us

  • Our company culture - we won best company to work for in 2019 and our CEO, Greg has recorded a podcast about our culture and how we empower our people
  • Bringing yourself to work is at our core
  • Flexible working environment - genuine work life balance here, we are in the top 5 companies in the UK, we treat you as a human, and do our best to make work and life merge smoothly together
  • Huge focus on wellness; weekly yoga and massages, drinks, barista-style coffee machine, gym access, snacks from good-for and more
  • Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success
  • Office culture - have a certain tech requirement? We’ll do our best to get it. Our offices are also stocked with fruit, breakfast, great coffee and soft drinks. Weekly on a Friday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner
  • Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you
  • Promoting within, your team leader will have started in your same role and will build a development pathway for you
  • Opportunity to move to the UK after 2 years
  • Leaders that are trained in neurodiversity in the workplace