Smart Tech Specialist, Octopus Energy Group
Aftercare Support, Octopus Energy Services
£27.3k
+ Share options
The UK's most awarded energy supplier
Job no longer available
The UK's most awarded energy supplier
1001+ employees
Job no longer available
£27.3k
+ Share options
1001+ employees
Company mission
To make a big green dent in the universe by building a truly sustainable energy system globally.
Role
Who you are
- Be an exceptional communicator, ensuring customers feel good about each and every conversation and are advocates for their new product
- A “Can-do” mindset with excellent problem-solving skills. You think on your feet to act quickly and efficiently
- Empathy - customers with busy lives don’t want to be worrying about their heating system not working - your understanding of their situations will help you make the right decisions
- Proven track record of excellent customer experience
- Strong communication and coordination skills, especially under time pressure
- Your into technology and curious about understanding how things workPassion for helping customers make the most out of their LCT product
- Problem-solving mindset and ability to act autonomously when needed
- Excellent listening skills and decision making skills to ensure the best outcomes for consumers
- A start up / entrepreneurial mind-set being able to adjust to change and keep up with a fast moving business
- A constant focus on improving and developing personally and within a business
- Experience with talking to customers about their needs and the ability to manage technical interactions (supported by our technical team)
What the job involves
- Helping our customers after install, if something’s not working as it should, we’re the first port of call to get it sorted
- Taking calls during phone line opening hours, and solving problems, we’re on the phones, ready to help with real answers (not just scripts)
- Multi Channel Support Respond to customers and teams across multiple channels and mediums including emails, calls, internal channels and social media
- Working with manufacturers, if we can fix it remotely, we will. If not, we’ll know who can
- Teaming up with our field engineers, When site visits are needed, we coordinate with our on-the-ground teams to investigate and fix issues properly
- Supporting smart tariffs – we work closely with the wider Octopus family to help customers get the best out of their smart tariffs and tech
- Keeping customers in the loop, we don’t go quiet. We keep people informed, reassured, and confident that we’re on the case
- Owning our mistakes, if we’ve dropped the ball, we’ll hold our hands up, make it right, and offer fair compensation where needed
- Making the complex simple, even when there’s a tricky technical issue, we explain it in a way that actually makes sense. No jargon, just clarity, so customers can feel confident and understand their product better
- A champion of things low carbon technology, we’re not just here to fix the product, we’re here to make the whole experience feel better, give customers more confidence in using their products at home
- Working days/shifts: 8am - 8pm Mon - Sat Sun 10 - 6
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 now supplies 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 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. It aims to make the eco‐friendly choice the easy choice, so all of its tariffs use 100% green electricity, while being cheaper than competitors' non-green tariffs.
Its continually creating innovative new products too. For example, Octopus Tracker, where prices change 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 the company faces is that its products are more complex than its competitors, given that it uses 1000x more data than traditional energy companies. Because of this, it's exploring ways to explain to customers exactly how their products work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2023
$800m
GROWTH EQUITY VC
Jul 2022
$225m
GROWTH EQUITY VC
Total funding: $2.5bn
Company benefits
- Equity Option Scheme
- Pension Scheme: We'll pay 5%. You can decide what you contribute, starting from 3%
- 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
- Holidays: We're all grown ups, so we don't count your holidays here. We work hard and so we know you need to play hard as well (within reason of course)
- Flexible working: We're passionate about a genuine work-life balance here and we don't pay people to watch a clock. Need to catch that school nativity or work from home? That's cool
- Free Breakfast + other stuff: 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
- 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
- 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
- Cycle to Work Scheme: The Cycle to Work Scheme is a cost effective way to “buy” a bike up to a value of £2.5K, which hopefully is enough for a decent commuting bike, even an electric one. This extends to the cost of accessories and safety equipment as well as the bike
- Season Ticket Loan: Commuting to the office on the regs? If you travel more than twice a week, it’s worthwhile getting an annual ticket. With our Season Ticket Loan, you can spread out the cost over 10 months. It’s quick and easy to sort. Once approved and ordered, your season ticket will be posted to you within 5 days or so
- Maternity leave: 16 weeks full pay + 8 weeks half pay + 15 weeks statutory maternity pay
- Paternity leave: 12 weeks full pay
- Private Medical Insurance: Say goodbye to long waiting lists! For anyone who wants some additional peace of mind when it comes to their health, we offer Private Healthcare Insurance at different levels of cover. The monthly costs are taken directly from your gross salary and spread across 12 months. You even save on National Insurance
- Gym & Yoga: You can get up to 25% discount on gym memberships and we have 45 minute live yoga classes open to all Octopus staff twice a week!
- Headspace: Need some calm in your life? We have 'Octopus Headspace Licences' available
- Eye Test: Free eye test vouchers for all colleagues who use Visual Display Units (VDU). Long spells of VDU work can often be visually demanding and can lead to tired eyes, discomfort, temporary short sightedness and headaches
Articles
Leadership
Greg Jackson
(Co-Founder & CEO)Previously an Adviser at Ashcombe Advisers for 9 years and a 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
(Co-Founder & CFO)Previously a 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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