We are looking for enthusiastic freelancers with a love of writing and good problem-solving skills to join our awesome community management team, providing end-to-end customer support from tweet to account issue resolution. 

Contract type: Part time

Location: Remote

Contact: talent@octopus.energy

Apply

Community Manager

We are looking for enthusiastic freelancers with a love of writing and good problem-solving skills to join our awesome community management team, providing end-to-end customer support from tweet to account issue resolution.

About Us

We believe energy should be better - for you and the environment.

We’re a leading energy technology company providing a better experience for our customers through transparency, honesty and simplicity. Better for the planet, through real long-term investment in renewable generation and a low CO2 future. Better value, by throwing away the old business models of the “Big 6” and instead building a business that’s fit for the 21st century.

We make energy green and flexible for consumers, with fair and transparent pricing. Through our home developed platform, cloud-based billing, and sophisticated use of data science, modelling and AI, we’re redefining what is possible in energy.

Our breakthrough Agile tariff has been widely reported as leading the way in energy innovation, and we’re passionate about fairness – we were first to uncover the widespread strategy of energy company tease and squeeze pricing and following on from this campaign, our CEO and Founder Greg Jackson presented evidence in favour of capping energy tariff prices before the bill committee in Parliament.

We already supply 100% renewable energy to over 800,000 homes and 5,000 businesses (including Arsenal Emirates) throughout Great Britain and we’re also the supplier behind M&S Energy.

We’re award winning for our disruptive technology and are delighted to be the only energy supplier to pass the rigorous Which? customer service tests and be their only recommended supplier for 2 years in a row. We also proudly enjoy a 5-star TrustPilot ranking from our customers. We were named the Company that’s done the most in the past year to advance UK renewables at the REA Awards 2019, and most recently, our proudest award, that of Best Company to Work For.

What you’ll do…

  • You will interact with our customers daily via digital channels
  • You will be customer obsessed and constantly meet our customers where they are so, having service via social media channels is crucial
  • You will be used to working in a fast paced environment - responding quickly to our customers is key
  • You will be the voice of our company on key brand platforms so your writing skills must be fantastic
  • You will be friendly and approachable in your tone - and a splash of humour when it’s appropriate

What you’ll have…

  • A passion for writing, and have perfect spelling and grammar and a good eye for detail
  • A good initiative and problem-solving skills, doing some detective work where necessary and cooperating with the wider team to minimise work for the customer — tracing a public tweet back to an account wherever possible and solving their issue without making them do all the work of contacting us
  • A good sense of humour, and can read a customer/situation well
  • The ability to seek out additional resources to pass on — blogs, FAQs, online articles, screenshots or videos
  • A passion to join a rapidly growing green energy company which is revolutionising the industry that it operates in.
  • At least 1-2 years of customer service experience ideally (but not essential)
  • Tech happy! We use a mixture of great tools including Slack, Intercom, Kraken (our in-house CRM platform) and email, and meetings via Google Hangout
  • Self motivated and able to work independently, passionate team player with a desire to succeed

Practical stuff…

Home-based with flexible hours as part of a supportive team who chat online. A minimum of 23 hours a week (or eighteen 4-5 hour shifts monthly).

This role sits in both ‘traditionally’ customer support and marketing camps — providing reactive support for all public customer queries through Facebook, Twitter and Instagram.

Within a small team, you’ll cover Monday to Sunday 8am - 10pm (split into 3 shifts per day - and worked on a rota basis with some flexibility) to ensure our customers have round the clock support on these channels. As well as dealing with any public queries, you’ll help follow these through to private channels to see a complete issue resolution.

LITTLE CHALLENGE!

Give us a sample answer for each of these public messages…

  1. “I joined you three months ago and my direct debit has already gone up by £20 a month. I thought you were different from the other money-grabbing companies!”
  2. “Renewable energy is a waste of time!! How can you have 100% green power if it all comes down the same wires?”
  3. “I love Octopus Energy! They just gave me a credit refund of £100! Joining them was the best adult decision I’ve ever made.” (Throw in a gif, too)

Plus: what’s the funniest thing you’ve seen on the internet this month? 

Apply by Tuesday 27th August

Send your CV and challenge response to talent@octopus.energy with "community management" in the subject.

Apply

Contract type: Part time

Location: Remote

Contact:

talent@octopus.energy

Apply

Hey I'm Constantine, welcome to Octopus Energy!

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