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For Companies At a Glance
- 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 £ 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 & provide fair outcomes to our customers.
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 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
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 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 part of the Octopus Energy Group, which includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
We’re an equal opportunity employer. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
EEO statement
As an equal opportunity employer, we do not discriminate on the basis of any protected attribute.
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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 the electric vehicle market. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip 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.
✨Tip 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.
✨Tip Number 4
Don’t forget to apply through our website! It’s 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 🫡
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, don’t hold back! Use clear and concise language in your application. We’re 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. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our exciting journey at Octopus Electric Vehicles!
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 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.
✨Showcase Your Communication Skills
Prepare to demonstrate your exemplary communication skills during the interview. Think of examples where you’ve successfully managed complex customer interactions. Practise articulating your thoughts clearly and calmly, as this is crucial for a Customer Care Executive.
✨Highlight 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.
✨Prepare 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.
