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Team Leader - Customer Care (Heat Pumps)

Evolve Energy

Evolve Energy

Customer Service
Brighton, UK
Posted on Wednesday, April 24, 2024
Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need loads more people to help us make our vision a reality.
Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need loads more people to help us make our vision a reality.
We’re head-over-heels with low carbon tech such as heat pumps, solar PV & EV chargers - which instantly help reduce a customer’s carbon footprint and give them control over their energy use. We are looking for experienced customer care experts who share our vision: Moving away from fossil fuels, towards sustainable, smart technologies for our customers.
At Octopus, the customer is at the heart of everything we do. As the face of the whole company, our diverse, industry-leading consumer focussed teams deliver the outrageous experience Octopus Energy customers love and expect.
An exciting opportunity has arisen to join us as a Team Leader in Brighton, supporting customers in using low carbon tech products we’ve previously installed in their home.
We are looking for a forward thinking customer care expert who knows how to resolve issues and leave customers feeling delighted in how we prioritise them and respond quickly and appropriately to their needs. You’ll lead a team of customer care specialists to deliver awesome service heat pump customers across the country.

What you'll do

  • Be the owner for our installation aftercare service. You’ll be responsible for spearheading solutions to ease customers issues, sometimes urgently, to ensure they receive an outrageously good outcome
  • You’ll be solution focussed, helping us identify ways to make our aftercare and inbound customer contact processes world class
  • Share your knowledge with our sales & customer support teams to enable them to have well-informed conversations with our customers that help ensure in-life happiness when using their technology
  • Create and embed mechanisms to help customers self serve, creating quicker and more consumer centric outcomes
  • Be the ambassador, for a “we’ll do whatever it takes” attitude towards delivering an amazing service. Every. Single. Time!

What you'll need

  • To be able to effectively lead and inspire a team - this is key!
  • A relentless focus on doing what is best, and what is right for our customers
  • A no holds barred approach to delivering successful outcomes
  • An amazing communicator, liaising with many stakeholders and influencing them to be an active participant in find great outcomes
  • To be a starter-finisher, & a go-getter, with a drive to seek out improvements and deliver them.
  • Strong attention to detail and accuracy.
  • To be a team player and relationship builder. The ability to build great working relationships with people across cultures and perspectives.
  • To be positive and proactive, and energised by working in a fast-paced environment characterised by constant change. You think creatively and logically to react to changes in strategy.
  • A high level of adaptability and agility to manage multiple projects at one time (we are growing quickly!)
  • To be someone who establishes and works with a network quickly to deliver promptly, with a focus on quality and delivery
  • You will be analytical, seeking out data and using this to inform your decisions

Why else you'll love it here

  • 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 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! We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership
  • Visit our UK perks hub - Octopus Employee Benefits
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.