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- Tasks: Investigate and resolve customer complaints while ensuring excellent service.
- Company: Join a pioneering start-up in the electric vehicle revolution.
- Benefits: Competitive salary, inclusive culture, 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.
- Other info: Be part of a dynamic team focused on innovation and customer satisfaction.
The predicted salary is between 36000 - 60000 ÂŁ per year.
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
Weâre 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 and provide fair outcomes to our customers.
What youâll doâŠ
- 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
- Working closely with customerâfacing teams to share learning opportunities and dataâled performance monitoring, aligned to individual, team and businessâwide 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 decisionâmaking.
- 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 standâups for all teams across the business.
- Being directly responsible for up to 3 teamâs complaints and incident SLAs and compliance.
- Analyzing incidents highâlevel themes, in addition to complaints.
What you needâŠ
- 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 in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management is beneficial, but not essential
- Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement
đ Why else youâll love it here
- đ° Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it\âs something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don\ât advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn\ât apply to Octopus â what\âs more important to us is finding the right octofit!
- đ Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing coâowners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! đ Visit our perks hub â Octopus Employee Benefits
- đ 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 startâups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. Weâve also been placed in the top 10 companies for senior leadership
- đ¶ P.s. just to let you know, we are dog friendly company so you may see our 4âlegged friends in the offices â feel free to bring yours! Rest assured though, we\âve taken lots of precautions for those who have allergies
About us
The electric revolution has arrived â and from 2035 youâll no longer be able to buy a new petrol or diesel car in the UK.
Weâre 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 âlease for lifeâ through an industryâchanging customer experience. This is the chance to join one of the UKâs most exciting startâups â 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\âre an Octopus Energy companyâan 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\âd 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\âll 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\âre 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. 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 đ€«
We think this is how you could land Customer Care Executive - Complaints & Feedback
âšTip Number 1
Get to know the company inside out! Research Octopus Electric Vehicles and understand their mission, values, and the electric vehicle market. This will help you tailor your conversations and show genuine interest during interviews.
âšTip Number 2
Practice your communication skills! Since you'll be handling complaints, it's crucial to demonstrate calmness and professionalism. Role-play with a friend or use online resources to refine your approach to difficult conversations.
âšTip Number 3
Showcase your problem-solving abilities! Prepare examples of how you've successfully resolved complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses during interviews.
âšTip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining our team at Octopus Electric Vehicles.
We think you need these skills to ace Customer Care Executive - Complaints & Feedback
Some tips for your application đ«Ą
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Executive role. Highlight your experience with complaints 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 is all about communication, donât hold back! Use clear and concise language in your application. Weâre looking for someone who can express themselves well, so let your personality shine through while keeping it professional.
Demonstrate Attention to Detail: Pay close attention to the details in your application. Double-check for any typos or errors, as we value precision. Show us that you can spot the little things, just like you would when investigating customer complaints!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows youâre keen on joining our exciting journey at Octopus Electric Vehicles!
How to prepare for a job interview at Octopus Energy
âšKnow Your Complaints Inside Out
Before the interview, brush up on common complaints in the industry and how they are typically handled. Familiarise yourself with DISP regulations and the role of the Financial Ombudsman Service. This will show your curiosity and understanding of the complaints landscape.
âšShowcase Your Communication Skills
Prepare to demonstrate your exemplary communication skills during the interview. Think of examples where youâve successfully managed complex customer interactions. Practise articulating your thoughts clearly and calmly, as this is crucial for a Customer Care Executive.
âšHighlight Your Attention to Detail
Be ready to discuss how you ensure accuracy in your work, especially when documenting complaints or analysing data. Share specific instances where your attention to detail led to positive outcomes, as this aligns perfectly with the job requirements.
âšPrepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle various complaint situations, including those that may require liaising with external parties. Practising these scenarios can help you feel more confident during the interview.
