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For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while ensuring excellent service.
- Company: Join Octopus Electric Vehicles, a leader in the electric revolution.
- Benefits: Enjoy a supportive culture, competitive salary, and opportunities for growth.
- Why this job: Make a real difference in customer experiences and drive sustainable change.
- Qualifications: Strong communication skills and experience in complaint handling preferred.
- Other info: Be part of a dynamic team committed to fairness and inclusivity.
The predicted salary is between 28800 - 43200 £ per year.
Overview
We’re looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback in regulated and non-regulated environments. The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify and provide fair outcomes to our customers.
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
What you\’ll do
- Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve
- Handle complex inbound and outbound communication with customers in a calm and professional way
- Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives
- Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
- Communicate with internal and external parties as needed to investigate and close complaints
- Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
- Maintain and update the complaints database with accurate information
- Make recommendations for fair redress and remedial actions
- Document all complaints according to policies and procedures
- Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback
What you\’ll need
- Work across multiple internal and external platforms whilst maintaining attention to detail
- Proven track record of managing and meeting strict deadlines whilst continuing to support peers
- Proven Complaint Handling experience in an FCA-regulated environment
- High level understanding of DISP regulations
- Excellent written and verbal communication skills
- Ability to build strong relationships with internal and external partners (power of persuasion)
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential
Why else you\\\’ll love it here
- Octopus Electric Vehicles, part of the Octopus Energy Group, has been recognised for workplace excellence and culture.
- Salary discussions are welcome with recruiters to ensure alignment with experience.
- Octopus Energy Group offers a unique culture with autonomy and opportunities; visit our perks hub – Octopus Employee Benefits
About us
The electric revolution has arrived – from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. We’re building a new way for drivers to join the electric charge, including a \”lease for life\” through an industry-changing customer experience. 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 part of the Octopus Energy Group, which includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
Equal opportunity statement: We are an equal opportunity employer and do not discriminate on the basis of protected attributes. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
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Customer Care Executive employer: Octopus Energy
Contact Detail:
Octopus Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Executive
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer care. Think about how you'd handle specific complaints and be ready to share your thought process. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for customer service! During interviews, share stories that highlight your commitment to delivering excellent experiences. Let us know why you care about making a difference in customers' lives.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our mission for a greener future.
We think you need these skills to ace Customer Care Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Executive role. Highlight your experience with complaint handling and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of communication, be sure to showcase your written and verbal skills in your application. Use clear, concise language and demonstrate your ability to handle complex situations calmly. Remember, we’re looking for someone who can connect with customers effortlessly!
Highlight Attention to Detail: Attention to detail is key in this role, especially when investigating complaints. In your application, provide examples of how you've successfully managed details in past roles. We love candidates who can spot the little things that make a big difference!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our mission to drive sustainable change!
How to prepare for a job interview at Octopus Energy
✨Know Your Complaints Inside Out
Before the interview, brush up on common customer complaints in the electric vehicle leasing sector. Familiarise yourself with the Financial Ombudsman Service and BVRLA guidelines. This will show your curiosity and understanding of the industry.
✨Showcase Your Communication Skills
Prepare to demonstrate your exemplary communication skills. Think of examples where you handled complex complaints calmly and professionally. Practising these scenarios can help you articulate your experience effectively during the interview.
✨Data-Driven Mindset
Since the role involves performance monitoring, be ready to discuss how you've used data to improve customer experiences. Bring examples of how you’ve analysed metrics or KPIs in past roles to support your claims.
✨Attention to Detail is Key
Highlight your attention to detail by discussing specific instances where it made a difference in resolving complaints. Prepare to explain how you document complaints accurately and ensure compliance with policies and procedures.
