Smart Tech Specialist (aftercare Support)

Smart Tech Specialist (Aftercare Support)

Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need more people to help us make our vision a reality. Octopus Energy Services is spearheading the transition to greener, cheaper energy through the installation of in-home technologies; from smart meters and EV chargers to low carbon heat pumps, home batteries, solar, and beyond. We deliver smart energy, low carbon solutions for our customers. When something's not quite right after installation, we're the team that rolls up our sleeves and sorts it. We know EVs, solar panels, and heat pumps inside-out – and we're here to make sure they keep doing what they're meant to. At Octopus, the customer is at the heart of everything we do. As a vital point of contact for customers, our Operations Support team delivers the outrageous experience Octopus Energy customers love and expect.

Here's what we're all about:

• 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 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

What you'll need:

• 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 work. Passion for helping customers make the most out of their low carbon technology 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).

Why else you'll love it here

• Salary: £27,300
• Working days/shifts: 8am - 8pm Mon - Sat Sun 10 - 6
• Hybrid working
• Share options in Octopus Energy Group
• This is a flexible role with scope to support across all our low carbon tech offerings in the future. We want people who are just as crazy about sustainable technology as we are so you might be team heat pumps today, solar tomorrow - the sky (literally) is the limit! You'll take on a variety of tasks that will likely evolve over time, to keep things interesting! but this may be subject to change in the future.
• Octopus Energy is a unique culture. An organization 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!
• What do you get? Click here

If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customize your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.