Meet the London Team
Meet the London Team
Powering brilliant customer service and even better vibes.
If Octopus Energy had a beating heart, it might just be our London office.
It’s home to our very first customer team and still our biggest hub. Our wonderful team has thoughtfully built it into a place where fast-paced energy meets real care. Where big ideas are decided over tea in the kitchen, and you might find our founder Greg having a beer with the team after a big meeting.
This is the first in a new series spotlighting the people behind the pink. We're starting in London with a few of the brilliant team members and leaders who’ve turned customer service into an art form.
Doing things differently
We know how frustrating it is to be passed from person to person when you just need help. This is why we’ve completely reimagined the traditional customer service approach. Instead of the usual maze of "please hold while I transfer you to someone who might actually know something about this" we've created something pretty special. Our London team is built around Energy Specialists, think of them as customer service superheroes who can handle absolutely anything that comes their way.
The set up is simple: The lovely Zain, Hylton and Anna look after 11 team leaders, each managing their own dedicated customer base like the CEO of their own mini business. Each team has about 15 people, all trained to support your needs from beginning to end.
This means when you call, you're not just another voice in the void, you're speaking to your team. Often the same lovely person who helped you last time. It's like having your own personal energy support community (and not to toot our own horn), the results genuinely speak for themselves. We're officially the UK's most awarded energy supplier, with 7 consecutive wins as the Which? Recommended Provider of the Year, a solid 4.8 star Trustpilot rating, and an average phone wait time of just 60 seconds.
Erin, Daisy and Lizzy are just a few of the brilliant people who answer your calls and emails. They lead the teams that support your every need.
Meet Erin
Erin joined Octopus as an energy specialist and became a team leader just seven months later. Now she leads a 17-person team, helps shape recruitment and wellbeing, and is one of the driving forces behind the warm team culture in the London office.
"I went from answering calls to managing a huge team of people. It was fast, but I knew I wanted to lead. My team is incredible and I love what I do."
Fun fact: Erin got her scuba diving license at age 12 in the Red Sea.
Some memorable customer stories:
"A woman called after Christmas, not for herself, but for a 90-year-old neighbour with no heating. We sent a heater to an Argos near her that same day. The daughter emailed me later and it still makes me emotional."
Erin"One of my team has a pen pal now; a customer going through a hard time. She checked in during a call, and they stayed in touch. He’s just landed a new job and said he was so grateful for our team, and that no one else took the time to listen. It was really moving."
Erin"My favourite moment as a manager? Just recently over-hearing a call where an 87-year-old customer said, 'You're my favourite person this week!' and the energy specialist on my team said, 'No, YOU'RE my favourite person this week!'”
Erin
Meet Daisy
Daisy leads one of the smart tariffs teams in London — helping customers with solar panels, heat pumps and electric vehicles. Her team also supports customers living in Zero Bills Homes: properties so energy efficient they don’t pay anything for their gas or electricity.
"My team was the first in the business to look after smart tariffs. It started as a trial and could’ve gone either way. But we loved the challenge. Now there are 14 smart teams across Octopus, It’s amazing to be part of something so forward-thinking!”
"When I joined, I was shy. I didn’t know what I was capable of. Now I’ve presented at global meetings, spoken in front of thousands, and helped my own team members do the same. That’s what I’m most proud of."
Meet Lizzy
Lizzy joined straight out of university and now leads Team A — the first-ever Octopus customer team. She brings heart, humour and a deep sense of care to everything she does.
"I started as an energy specialist just after uni. I wanted to work somewhere that matched my values on sustainability, people and purpose, and Octopus felt like the right place."
Lizzy's had her own share of moving customer experiences:
"A customer once told my team member about his journey to find his biological family. We sent him a voucher to help with the trip. A few months later he sent us a full photo album and a handwritten letter. I keep it on my desk."
"In my first week, I spoke to a customer going through cancer treatment. She called me 'Lovely Lizzy'. We swapped cat photos and chilli recipes. It had nothing to do with energy, but everything to do with being human."
Fun fact: Lizzy is related to Cillian Murphy.
Our lovely office staple, Office Manager Adam
Team love
The London office isn’t just about customer care; it’s pretty magical behind the scenes, too.
"From day one, I was encouraged to go above and beyond for customers and colleagues. We really look out for each other. I’ve sent flowers, electric blankets, even Lego flowers to a teammate recovering from surgery. When I broke my knee skiing, the team paid for my Ubers to get to work safely. That kind of care is rare."
Lizzy
"After work, we do sip and paint nights, cinema club, unplugged sessions where we ditch our phones, and even a Japanese art workshop where we fixed broken bowls with gold paint. It's a lovely way to spend time"
Erin“We’ve got such strong friendships – we work hard, but we’ve also got team meetings where we play board games together. Outside of work, we go on pub crawls and hang out. It’s the kind of closeness that makes our work better.”
Daisy
Keeping spirits high and tails wagging at the HQ
VIPs (like Idris Elba!) casually dropping by for chats with the team
Our social media legend Xander, is often dashing through in a glittery suit filming something chaotic.
Published on 8th July 2025 by:
Hey I'm Constantine, welcome to Octopus Energy!
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