Meet your energy specialist team in Leicester
Every Octopus customer gets a dedicated support team. Meet the team in our Leicester hub.
We know how frustrating it is to be passed from person to person when you just need help.
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.
When you switch to Octopus, you're given to a team of energy specialists (usually between 10-15 of them). Each team is entirely responsible for a smaller group of customers, like a mini-business within Octopus, with its own 'CEO'. Each with the training and tools to handle just about anything you need.
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.
Not to toot our own horn (of course, we're not perfect) but the results speak for themselves. We're the UK's most awarded energy supplier, with eight consecutive wins as Which? Recommended Provider of the Year, a 4.8 star Trustpilot rating, and an average phone wait time of around a minute.
Now, meet the amazing Octopus customer teams making it all happen in Leicester.
Hi, I'm Samsam from the marketing team! This one's personal for me because Leicester is where my Octopus journey started, back when we were still a scrappy startup crammed into a tiny office. I had the most wonderful time there before eventually moving to other parts of the business (Marketing and running the Octopus Energy Equality Foundation), and other parts of the world (Kenya, to be precise).
Leicester still holds such a special place in my heart, and in Octopus's story. It's where some of our longest-serving legends got started, where years-long friendships were forged over Friday pub trips, and where that brilliant startup energy somehow still thrives even though the office now spans three floors.
Becca, Elle and Brian are just a few of the incredible people who make your experience with Octopus special.
Meet Becca, an Octopus OG
Becca's been with Octopus for nearly seven years, since August 2018, making her one of the longest-serving members of the Leicester office. She's managed teams, coached specialists, helped set up the Leicester sales team, and earned the right to tell new starters, "Back in my day..."
Most of us were fresh out of uni, full of big ideas and idealism, and we just wanted to make people's days better. It was chaotic and scrappy, but so much fun. We were crammed into a tiny room back then, and now the Leicester office takes up three floors.
Becca
Some memorable customer stories:
My favourite will always be an elderly gentleman I supported early on. He had one of the first smart meters and some issues with it. I used to speak with him weekly - sometimes just to check in. He'd always say, 'Say hi to Becca for me.' I handed him over to my colleague Kay months ago, and he still asks about me. He feels like our customer.
BeccaWe helped a mum whose daughter has complex health needs. We found a personalised energy and bills setup that better suited them and saved them quite a bit of money. Those kinds of creative, human-focused solutions are what I love about working here.
Fun fact: All meeting rooms are named after Leicester landmarks or places that were special in the early days. One's even named after a pub where the team used to gather every Friday! Another room is named after Lewis the dog, who used to visit every day with his owner. There’s also a bot on the company slack that shares a photo of Lewis whenever someone gives him a shoutout online.
Meet Elle, Saver of Christmas and Radiator Expert
Elle joined in August 2022, and now she focuses on supporting Octopus's most vulnerable customers.
I love making a real difference. One call that's always stayed with me was just before Christmas. A customer was in serious debt, around three and a half grand, and he was facing court. His circumstances were exceptionally complicated and difficult, so I spoke with our social team and we agreed to write it off. I got to call him and tell him. He said, 'You've saved Christmas.' That stuck with me.
Not every call is quite so serious though:
One call turned into a full-on radiator design consultation. The customer asked whether to get black or white ones, curved or edged. She sent me links to websites and everything. I got properly into it. My team heard the whole thing and called me Radiator for a week.
I spoke to a blind customer whose usage was unusually high. It turned out he kept pigeons in memory of his late brother, and they needed heating. I never expected to learn so much about pigeon racing, but it was fascinating!
Fun fact: Elle's been to the Galápagos Islands; "it’s so unspoiled, with palm trees, blossoms, and tall cacti. It's surreal."
Meet Brian
Brian joined in March 2022 and has been heavily involved in learning and development, training new starters and helping represent Octopus culture when the team took over Shell Energy.
It's probably the longest I've ever been at one job, maybe because it's the best job I've had. Before Octopus, I was a cinema manager fighting to make staff feel valued in a tough environment. Coming here and feeling genuinely valued was eye-opening.
Putting people first
A customer once called after a payment left him stranded while his child was in hospital. He needed the money to stay nearby, so we got it back to him that same day. When we get situations like thus, it’s not about energy or bills, it’s about being human.
‘A big part of our Octopus culture is making sure everyone feels they can be themselves and ask for support without fear. We have neurodivergent people on our teams, and creating an inclusive, warm space is crucial
Fun fact: Brian is six foot nine! Also, he won the office Mario Kart tournament.
People behind the pink
People go all out for birthdays, with balloons, cards signed by everyone. There's a real community feel. It's relaxed but focused. People love a laugh, and when it's time to pull together, we do.
ElleSome of my closest friends are fellow team leaders or ops managers here in Leicester. We hang out outside of work, play D&D on Fridays, game together, or just chat. I carpool with one of my best friends who's an ops manager here. It's a really special group.
BeccaPeople often hang out after work on Fridays, especially after family dinner. We've even had inter-office football games with the other offices.
Brian
The Leicester office is wonderfully diverse, celebrating different cultures and faiths together. There's sip and paint sessions, a monthly book club, football matches, wellbeing bake sales that smash their targets, and even the occasional Mario Kart tournament.
The walls feature murals with hidden paintings of office pets, and there's a view of the old Leicester office painted on one wall, a sweet nod to how far they've come.
I've been here nearly seven years, and I get to be that person who tells new starters, 'Back in my day...' And feel such pride at how we've grown, and how many customers we support. I look around now and think, wow, look how far we've come."
Becca
Published on 27th August 2025 by:
Hey I'm Constantine, welcome to Octopus Energy!
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