Customer Experience Specialist - ECO

Here at Octopus Energy ECO, we’re responsible for delivering the government mandated eco obligation scheme on behalf of Octopus Energy! 🐙

We are super passionate about helping customers on low income and benefits to improve the insulation in their homes, to help reduce their bills and carbon emissions. We work with an internal and external supply chain insulating customer homes across the UK within the compliance rules of the ECO scheme.

If you’re customer focused and have a love of helping people this could be the role for you! You’ll be making a difference by validating customer’s applications for the schemes we run, making sure they’re eligible and informing them of the installation journey.

You’ll join the ECO Customer Experience team, learning about the different schemes and looking after customer communication. Day to day, you’ll be supporting customers with enquiries via both phone and email. These could just be general enquiries, or they could be helping to resolve issues and complaints, so you’ll need to have great listening skills, be empathetic and be determined to solve complex issues by working with other teams in the customer’s journey.

What you'll do

• Understand ECO and the schemes we are delivering, as well as how you contribute towards it
• Manage customer queries by ensuring they’re provided with the right information, help and advice
• Keep customers updated to explain what’s happening with their application and what the next steps are
• Develop great working relationships with other teams in the business, such as Marketing, Operations, Installations etc
• Liaising with customers as and when required by both phone and email, inbound and outbound
• Resolving customer complaints

What you'll need

• A real eye for detail alongside a flexible approach and happy to work in a changing environment
• Desire to take on responsibility, show initiative and see tasks through to the completion
• Excellent level of customer services skills with experience of communicating via email and phone
• Good Excel/Sheets skills & numerical accuracy
• Enjoy problem solving and taking on new challenges
• Well organised with the ability to work across a number of varied activities covered within the wider ECO team
• Be a team player but also capable of working on your own
• Able to work remotely, manage own workload and time to meet targets
• An understanding of the ECO obligation is a nice to have but not essential i.e experience of working with vulnerable customers
• A genuine passion for going above and beyond for customers

Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!

Octopus Energy is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! We won best company to work for in 2022, on Glassdoor we we're voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people

Visit our perks hub - Octopus Employee Benefits