Customer Service Advisor, Octopus Energy Group
Energy, Customer Operations
£28k
+ Share options
More information about location
3+ days a week in office (Oxford Circus, London)
Entech company
Open for applications
Entech company
1001+ employees
Open for applications
£28k
+ Share options
More information about location
3+ days a week in office (Oxford Circus, London)
1001+ employees
Company mission
Octopus Energy's mission is to speed the transition to a sustainable, low carbon future through renewable energy and technology whilst putting customers at the heart of everything they do.
Role
Who you are
- ⭐ Live for great customer service. You get a kick out of helping people and making their day that little bit better
- 🧐 Ask questions and embrace change. Things move fast here – you’ll love learning new things and rolling with the punches
- 🤝 Have each other’s backs. No egos, no lone rangers – just a team of brilliant people supporting each other to do their best
- 🌱 Care about the planet. We’re fighting climate change, and we want people who share our passion for a greener future
- 💡 Spot problems and fix them. If something’s not working, you’ll be the first to figure out a better way – and make it happen
- 💪 Tackle tough calls head-on. Some conversations will be challenging, and some days will be non-stop – but you’ll take it in stride, stay cool under pressure, and keep finding solutions
- 🤝 Look out for those who need it most. From customers struggling to pay their bills to those in vulnerable situations, you’ll bring empathy, patience, and the right support every time
What the job involves
- ⚡ Making energy easy. Cutting through the jargon and helping customers understand their bills, meters, and tariffs without the headache
- 💡 Solving problems like a pro. Whether it’s a billing query, a meter issue, or a complex energy conundrum – you’ll be on it, finding the best fix fast
- 📞 End-to-end service. No endless transfers or passing the buck – you’ll handle queries from start to finish, including complaints, making sure customers get the right help the first time
- 🧠 Thinking on your feet. No scripts, no robotic responses – just real conversations where you listen, understand, and deliver solutions that make sense
- ❤️ Treat every customer with the care you’d give gran. We believe in warmth, kindness, and going the extra mile – because that’s what good service looks like
- 🌍 Making a difference. Whether it’s helping someone struggling with their energy bills or advising on greener energy choices, you’ll have a real impact
Application process
- Our process usually takes up to 4 weeks, but we’ll always do our best to flex around what works for you, this is what you can expect:
- First Stage Interview – You’ll be able to speak to one of the team or record your responses to pre-set questions at a time that fits you. This gives you the flexibility to showcase your skills without needing to be available for a live interview
- Prep Call – After your first interview, you’ll arrange a call with someone from the Talent Team. They'll give an overview of what you need to know to succeed in the next stage, the Discovery Day
- Discovery Day – This is an opportunity to meet potential future colleagues and participate in activities, including group exercises, role plays, and one-on-one interviews. It's designed to give you a taste of the company culture and the type of work involved
- Final Interview – The last stage is the final interview, where you'll visit the office, meet two of our leadership team, and have a chance to ask any final questions. It’s also your opportunity to see the work environment before making your decision
- Along the way, you’ll chat with our recruitment team and your Recruiter will help you throughout different stages
Salary benchmarks
Our take
According to Octopus, the energy industry in the UK is ruled by a handful of complacent companies peddling fossil fuels, pricing trickery, and poor customer service. Aiming to disrupt the status quo with sustainable energy, Octopus entered the market in 2016 and they now supply energy to millions of homes in a number of countries. Octopus has made a name for itself in energy circles largely because of its “Kraken” technology platform, which it claims is able to reroute energy from renewable sources around a network far more efficiently than competitors.
Octopus Energy further differentiates itself through its aspiration to make everything as easy as possible for consumers, from the simplicity of their bills and the fact that customers are not locked into a contract so they can leave at any time to offering customer service over email and social media at times that suit customers. They aim to make the eco‐friendly choice the easy choice, so all of their tariffs use 100% green electricity, while not being more expensive than their competitors' non-green tariffs.
They are continually creating innovative new products. For example, Octopus Tracker where prices changes daily to guarantee you get the market rate; Agile where the price changes every half hour to enable you to benefit from cheap electricity when the sun shines, the wind blows, and the networks are under-utilised. One of the current challenges they face is that their products are more complex than their competitors, given they use 1000x more data than traditional energy companies. They're exploring ways to explain to customers exactly how their products work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"The work that I am doing is often quite difficult. I am constantly challenged and problem solving, which I find rewarding as it means I am always..."
Funding (last 2 of 6 rounds)
Dec 2023
$800m
GROWTH EQUITY VC
Jul 2022
$225m
GROWTH EQUITY VC
Total funding: $2.6bn
Company benefits
- Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you
- Flexi working environment
- Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success
- Unlimited paid time off policy
- Work from home opportunities
- Equity Option Scheme - Everyone owns part of what we’re building with shares
- Tech - We want to get the best out of our people and get that everyone is slightly different. Have a certain tech requirement? We’ll do our best to get it
- Money Coach - You may want to think about financial planning. The company has an arrangement with Octopus Money Coach. They offer the opportunity to talk with a professional coach
- Wellbeing - Need some calm in your life? We have 'Octopus Headspace Licences' available. Twice a week we have 45 Minute live yoga class open to all Octopus staff!
- Parents - get access to tax free childcare and maternity and paternity pay. We’re always looking for new ways to support parents, during lockdown we created OctoKids TV to help keep your kids occupied and entertained (https://octopus.energy/blog/octopuskids/)
- Office culture - Our offices are stocked with fruit, breakfast, great coffee, and soft drinks (and ice lollies if you're lucky)! Weekly on a Friday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner. We won best company to work for in 2019 and our CEO, Greg has recorded a podcast about our culture and how we empower our people. Check out what our people say at Glassdoor!
- Car Salary Sacrifice - Browse the wide selection of electric vehicles and get a sample quote under our workplace salary sacrifice scheme. If approved, the monthly leasing costs are taken directly from your gross salary each month meaning you're saving on paying some tax
Company values
- Autonomy
- Empathy
- Innovation
- Impact
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Greg Jackson
(CEO)Previously Adviser at Ashcombe Advisers for 9 years and Non-Executive Director at Zopa for 7 years.
James Eddison
(CTO)Previously CEO at Claripoint for 7 years and CTO at Tangent Labs also for 7 years.
Stuart Jackson
(CFO)Previously Director of "Foundation" Business Unit at Barclaycard for 2 years and Chief of Staff, Secured Lending SBU at Barclays also for 2 years.
People progressing
Joined as Marketing Assistant, being promoted to Marketing Executive after 6 months and again to Junior Product and Marketing Manager after 7 months. After 8 months they became a full Product and Marketing Manager.
Joined as Senior Talent Partner, being promoted to Talent Manager after 1 year and again to Head of Talent Acquisition after 8 months.
Diversity, Equity & Inclusion at Octopus Energy Group
- Unconscious Bias workshops for interviewers and hiring managers
- Octopus Energy Equality Foundation
- Partnership with the Saracens High School - inspiring future generations - https://www.saracens.com/powering-futures-together-saracens-high-school-octopus-energy/
- Octopus Energy Internships - https://octopus.energy/blog/ada-lovelace-tech-internship/
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