We’re looking to expand our team and we have a great opportunity for a Quality and Complaints Coordinator

Contract type: Full time

Location: Soho

Contact: talent@octopus.energy


We believe energy should be better.

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 CO 2  future. Better value, by throwing away the old business models of the “Big 6” and instead building a business that’s fit for the 21 st  century.

Having recently been awarded uSwitch supplier of the year 2018 and the ONLY energy company to win the coveted Which? Recommended Energy Supplier of the year 2018, you will be joining a company who is already making waves and who are determined to redesign the energy industry.

We’re looking to expand our team and we have a great opportunity for a:

Complaints and Quality Coordinator

Our company is growing, and fast. Our sales channels are an important part of that growth, via telesales and field sales.

You will have passion for raising the bar on quality standards. If so, this could be the opportunity for you ...

You will be doing work that matters to our sales channels our operations and work that is critical to everything represent. An effective sales team doesn’t compromise on quality and compliance, and you will ensure our agents receive the most up to date information, the best service and ensure our agents are delivering high standards to our customers and potential customers.

You won't just be listening to customers interactions and investigating complaints. You will also responsible for Quality Assurance across our sales channels and you'll need to feedback to our channels at the points where it matters most to them. If our sales and quality isn't up to the highest quality standards, we need you to tell us to allow us to make things better.

The role will involve and require the following from you:

  • You love being in a multi-cultural, collaborative and diverse environment
  • You have the ability to learn on the job in a rapidly changing environment
  • Monitoring the quality assurance of our push sales channels – regularly reviewing sales recordings and making sure our brand is being represented accurately.
  • Conducting swift and thorough investigations of complaints, and feeding back your investigations to the relevant channel manager
  • Liaising with the welcome line teams to feedback improvements and positive comments to the agents or identify potential issues or trends that could be forming within sales teams.
  • Investigate and monitor quality and make initial recommendations for possible corrective action.
  • Ability to work under pressure and meet tight deadlines.
  • Ability to deal with difficult situations
  • Be a back-up for work colleagues within the sales department
  • Excellent communication skills
  • Ability to work under pressure and meet tight deadlines.
  • Act with empathy and common sense whilst remaining objective.
  • You will investigate, respond and feedback complaints to relevant managers and departments.
  • You will be responsible for managing the complaints from the start of the query - to finish; and finalising the reply as well as report on trends, issues and make commercial recommendations.
  • You will be instrumental in driving a culture of honest, ethical and customer focused sales people
  • Excellent IT skills and good working knowledge of Microsoft Office and equivalent
  • Ideally experience within the energy industry would be preferable but not essential

If this sounds like you and you want to be a part of the most forward thinking business in the Energy industry, then apply now!


Contract type: Full time

Location: Soho




Hey I'm Constantine, welcome to Octopus Energy!