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For Companies At a Glance
- Tasks: Investigate and analyse customer complaints to enhance their experience.
- Company: Join a dynamic electric vehicle start-up focused on sustainability.
- Benefits: Flexible salary, dog-friendly office, and awesome employee perks.
- Why this job: Make a real difference in customer satisfaction while working with a passionate team.
- Qualifications: Experience in complaint handling and excellent communication skills required.
- Other info: Be part of a company recognised as one of the best places to work.
The predicted salary is between 30000 - 42000 £ per year.
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 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.
- Coach all complaint handlers on complaint handling, providing feedback through reviewing examples.
- Host complaints and incident stand‑ups for all teams across the business.
- Be directly responsible for up to 3 team’s complaints and incident SLAs and compliance.
- Analyse 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.
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.
Customer Care Executive - Complaints & Feedback employer: Octopus Group
Contact Detail:
Octopus Group 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 and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves handling complex complaints, be ready to demonstrate your ability to communicate clearly and calmly. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Show off your analytical skills! Be prepared to discuss how you've tackled complaints in the past and what methods you used for root cause analysis. Use specific examples to illustrate your problem-solving abilities.
✨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 keen on joining the Octopus family!
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 to highlight your experience in complaint handling, especially in regulated environments. We want to see how your skills align with our mission of delivering excellent customer experiences!
Show Off Your Communication Skills: Since communication is key for this role, use clear and concise language in your application. We love candidates who can express their thoughts effectively, so don’t hold back on showcasing your writing prowess!
Highlight Your Curiosity: We’re looking for someone with a strong curiosity for complaints and feedback. Share examples of how you’ve investigated issues in the past and what you learned from them. This will show us that you’re driven to improve customer experiences!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Octopus Group
✨Know Your Complaints Inside Out
Before the interview, brush up on your knowledge of complaint handling in regulated environments. Familiarise yourself with DISP regulations and be ready to discuss how you've successfully navigated complex complaints in the past.
✨Showcase Your Communication Skills
Since this role requires excellent written and verbal communication, prepare examples that highlight your ability to handle difficult conversations. Think about times when you turned a negative customer experience into a positive one and be ready to share those stories.
✨Demonstrate Your Analytical Mindset
Be prepared to discuss how you approach root cause analysis. Bring examples of how you've used data to identify trends in complaints and how those insights led to improvements in customer service or processes.
✨Emphasise Team Collaboration
This role involves working closely with various teams, so highlight your experience in collaborating with others. Share instances where you’ve coached colleagues or shared learnings to improve overall performance in handling complaints.
