At a Glance
- Tasks: Deliver exceptional phone support and manage the driver journey from order to return.
- Company: Join Octopus Electric Vehicles, a leading start-up in the electric car leasing revolution.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on innovation and inclusivity.
- Why this job: Be part of a mission to drive sustainable change and make a real impact.
- Qualifications: Excellent communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 42000 £ per year.
London (GB) / Brighton (GB)
Octopus Electric Vehicles – Operations – variable Full-time Hybrid – 2 days in office per week minimum, in either London or Brighton
What we do: Electric Car Leasing
Why we do it: Greener. Fairer. Future.
The Role, in a nutshell:
We are looking for a Customer Operations Specialist who is passionate about delivering exceptional, high-quality service. You are the primary point of contact for our drivers, guiding them through their leasing journey, from the point they order the car to when it is returned, and everything in between, acting as their expert guide through the transition to zero-carbon driving. At Octopus Electric Vehicles, our service happens on the front lines, primarily over the phone. We need someone who can turn a complex logistics update into a reassuring conversation and a potential complaint into a 5-star Trustpilot review. You will manage the driver’s journey from the moment we place their order, ensuring they feel supported every step of the way.
What You'll Do:
- Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on. You’ll handle inbound and outbound calls with empathy, ensuring every driver feels heard and valued.
- Own the Driver Journey: Manage the end-to-end process from the point of ordering. Be your driver’s personal project manager, removing blockers and communicating updates.
- Champion Brand Reputation: Proactively seek opportunities to delight drivers, aiming for top-tier feedback from every interaction.
- Creative Problem Solving: When hurdles arise, like manufacturer delays or spec changes, you’ll find creative, fair solutions that keep the driver mobile and happy.
- Operational Resilience: No one day is alike here. You’ll maintain high standards and a positive attitude, even during busy periods, managing your workload effectively.
What You'll Need:
- Excellent Phone Manner: You are a natural communicator who can build rapport quickly and stay calm under pressure.
- A Passion for Service: You genuinely enjoy helping people and will go the extra mile to ensure a "memorable experience" for our customers.
- Resilience and Grit: You thrive in a fast-paced "scale-up" environment and view challenging conversations as an opportunity to win a customer's trust. You must be comfortable working in ambiguous situations and change.
- Attention to Detail: You’ve got an eye for small things and enjoy ticking off boxes. You’ll ensure no detail is missed in the contracting or delivery process.
- A Team Player Mindset: You enjoy working as part of a close-knit team, sharing feedback and suggesting improvements to our processes as we grow.
- Knowledge of Cars/EVs (Preferable): While not essential, a background or interest in the automotive industry or electric vehicles is an advantage and will help you hit the ground running.
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.
Please note we use AI to help us assess applications fairly and objectively.
Equal Opportunity:
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.
Customer Operations Specialist employer: Octopus Electric Vehicles
At Octopus Electric Vehicles, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. Our London-based team enjoys the flexibility of a hybrid working model, competitive benefits, and ample opportunities for professional growth, all while contributing to a sustainable future in the electric vehicle sector. Join us to lead innovative strategies and make a meaningful impact in the B2B2C landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octopus Electric Vehicles. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Octopus Electric Vehicles before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Octopus Electric Vehicles:Your cover letter is your chance to shine! Tell us why you want to work at Octopus Electric Vehicles specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Octopus Electric Vehicles!
How to prepare for a job interview at Octopus Electric Vehicles
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
