At a Glance
- Tasks: Audit customer interactions and provide feedback to enhance service quality.
- Company: Join Octopus EV, a leader in electric car leasing with a mission for a greener future.
- Benefits: Flexible salary discussions, dog-friendly office, and a culture that values your input.
- Other info: Enjoy a supportive environment with opportunities for personal growth and development.
- Why this job: Be part of a dynamic team transforming the electric vehicle experience for customers.
- Qualifications: Experience in Quality Assurance and strong attention to detail required.
The predicted salary is between 40500 - 49500 £ per year.
At Octopus EV, customers are at the absolute heart of everything we do. As our customer base grows rapidly, we are constantly seeking ways to deliver exceptional service that sets us apart from the rest of the leasing industry. We are looking for a keen eye for detail to join our Operations team; someone who won’t just report on problems, but will help us truly understand what our customer-facing teams need, where & why they face friction, and how we can proactively solve those challenges.
The QA team is responsible for reviewing our customer-facing interactions with drivers to ensure they remain fully compliant and follow internal processes, in line with our QA framework. Our goal is to increase the percentage of all interactions that are Quality Assured to continuously monitor the risk to our business of how we communicate with our customers and improve our customer experience.
What you'll do:
- Audit our customer interactions (calls, emails, chat) to measure the quality of conversations in line with our QA standards.
- Reinforce best practices and expected standards of service levels.
- Provide actionable feedback to our management teams to improve customer service levels.
- Track trends and improvements over time to support data-driven coaching and process changes.
- Highlight knowledge gaps and where there is a need for process improvements.
- Enable our teams to set reasonable expectations for our drivers.
- Conduct compliance checks regarding legal expectations, specifically focusing on identity checks, data protection practices and FCA requirements.
What you'll need:
- Proven experience in Quality Assurance is essential.
- Strong attention to detail.
- Ability to take on board feedback and are confident in providing honest, constructive critiques.
- Excellent time and focus management skills.
- Self-motivation and the ability to work well independently, as well as in a team.
- Ability to demonstrate unbiased decision-making.
- Understanding of FCA regulatory requirements, such as treating vulnerable customers fairly and complaints compliance.
- Experience with customers in arrears.
We want your hard work to be rewarded with perks you actually care about! Octopus 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.
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.
Operations Specialist in London employer: Octopus Energy Group
At Octopus Centre for Heating Technology, we pride ourselves on being an innovative employer that fosters a collaborative and dynamic work culture. Located in Portadown, our team enjoys a supportive environment with ample opportunities for professional growth and development, as we lead the charge in sustainable heating solutions. Join us to make a meaningful impact while working alongside passionate individuals dedicated to pushing the boundaries of technology.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octopus Energy Group. 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 Energy Group 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 Operations Specialist in London
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 Energy Group:Your cover letter is your chance to shine! Tell us why you want to work at Octopus Energy Group 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 Energy Group!
How to prepare for a job interview at Octopus Energy Group
✨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.
