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For Companies At a Glance
- Tasks: Investigate customer complaints and deliver exceptional service in a dynamic environment.
- Company: Join Octopus Electric Vehicles, a top-rated start-up transforming the electric vehicle industry.
- Benefits: Flexible salary, dog-friendly office, and perks that matter to you.
- Why this job: Be part of a mission to drive sustainable change and enhance customer experiences.
- Qualifications: Strong communication skills and experience in complaint handling are essential.
- Other info: Enjoy a supportive culture where your unique skills are valued and growth is encouraged.
The predicted salary is between 30000 - 42000 £ per year.
Overview
We’re looking for a highly skilled Customer Care Executive to investigate and analyse complaints and other forms of feedback, e.g. Google and TrustPilot review, NPS and CSAT surveys, 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 & 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 take longer than we anticipate to resolve, with a goal to resolve as many as possible within 3 days
- Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on customer feedback
- Work closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives on delivering excellent customer service
- Handle complex inbound and outbound communication with customers in a calm and professional way to turn poor experiences around
- Use several data sources to monitor performance across customer service metrics and regularly report against KPIs and SLAs to support management and influence key decision-making
- Communicate with internal and external parties to investigate and resolve complaints, using emerging trends and historical data to implement mitigations
- Ensure regulatory compliance, including fulfilling requests from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints, within SLA
- Maintain and update the complaints database with accurate information
- Make recommendations for fair redress and remedial actions
- Ensure all complaints are documented according to policies and procedures
- Coaching all complaint handlers on complaint handling, providing feedback through reviewing examples
- Hosting complaints and incident stand-ups for all teams across the business
- Being directly responsible for up to 3 team’s complaints and incident SLAs and compliance
- Analyzing incidents high-level themes, in addition to complaints
What you need
- Proven Complaint Handling experience in a 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 with regulated complaint handling (specifically the FCA\\\’s DISP Handbook) and experience with complaints escalated to the Financial Ombudsman Service
- Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement
Why you’ll love it here
- Salary is flexible and discussed on a call with a recruiter to match your experience
- Octopus Energy Group offers a unique culture with autonomy and a range of co-owners; perks are worth your hard work
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. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
Please note we use AI to help us assess applications fairly and objectively.
If this sounds like you then we\’d love to hear from you.
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.
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Customer Care Executive - Complaints & Feedback employer: Octopus Energy
Contact Detail:
Octopus Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Executive - Complaints & Feedback
✨Tip Number 1
Get to know the company inside out! Research Octopus Electric Vehicles and understand their mission, values, and culture. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about handling complaints and feedback, make sure you can articulate your thoughts clearly and calmly. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which can boost your chances of landing that job!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Care Executive - Complaints & Feedback
Some tips for your application 🫡
Show Your Communication Skills: Since this role is all about handling complaints, make sure your written application showcases your communication prowess. Use clear and concise language, and don’t shy away from demonstrating your ability to empathise with customers.
Highlight Your Attention to Detail: We love candidates who can spot the little things! In your application, mention any experiences where your attention to detail made a difference, especially in complaint handling or data analysis. It’ll show us you’re the right fit for the role.
Be Data-Driven: As we focus on data-led performance, it’s a good idea to include examples of how you’ve used data to improve processes or outcomes in previous roles. This will help us see your analytical side and how you can contribute to our objectives.
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 don’t miss out on any important updates. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Octopus Energy
✨Know Your Complaints Inside Out
Before the interview, brush up on common complaints in the electric vehicle leasing sector. Familiarise yourself with the Financial Ombudsman Service and DISP regulations. This will show your curiosity and understanding of the role, making you stand out as a candidate.
✨Showcase Your Communication Skills
Prepare to demonstrate your exemplary communication skills during the interview. Think of examples where you've handled complex customer interactions calmly and professionally. Practising these scenarios can help you articulate your experience effectively.
✨Data-Driven Mindset
Since the role involves performance monitoring and reporting against KPIs/SLAs, be ready to discuss how you've used data in previous roles. Bring examples of how you’ve analysed data to improve customer experiences or resolve complaints.
✨Emphasise Team Collaboration
Highlight your ability to work closely with operations and customer success teams. Prepare examples of how you've collaborated with others to achieve fair outcomes for customers. This will show that you’re a team player who values collective success.
