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Energy Specialist - UK Support
Job Description
Wellington, New Zealand | Full-Time (37.5 hours) | On-site
We have an exciting opportunity to join our team in our vibrant Wellington CBD office, this entry-level role is an invitation to become a true customer champion.
We are looking for enthusiastic people to contribute to the growth of Octopus. You will be on the front lines, providing outrageously good service to our UK-based customers via email on our award-winning Kraken platform. You must be an excellent written communicator and have top quality people skills.Â
This role is a chance to build a career in a company that prioritises your growth, allowing you to develop specialised expertise, all while building a global movement to drive radical decarbonisation and transforming customer service.
What you'll do...
As an Energy Specialist, you will be an end-to-end problem solver and a vital part of our operational team:
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Provide Outrageously Good Service: Deliver empathetic, human-centric support to our UK-based customers primarily via email with the potential to support our NZ customers via phone.
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Take Full Ownership: Manage customer issues from start to finish, including complex problem-solving across billing, smart meter queries, and general account management.
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Be comfortable answering enquiries in volume: you're taking customers on a journey of discovery
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Innovate & Improve: Use your creativity to find effective solutions, challenge the status quo, and contribute your ideas to continuously enhance our customer experience and processes.
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Assist Vulnerable Customers: Handle sensitive situations with care and thoughtfulness, providing the support they deserve.
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Master the Octopus Platform: Become an expert in our award-winning Kraken platform.
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Grow and Specialise: Identify areas you're passionate about and develop specialised expertise to advance your career within Octopus Energy.
What you'll need...
We're not looking for prior energy experience - we're looking for your passion for people and problem-solving.
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Customer Obsession: Honest, focused, and committed to providing outrageously good customer experiences.
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Problem-Solving Skills: Love for creative problem-solving and thinking outside the box to resolve issues effectively.
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Adaptability & Resilience: Ability to thrive in a fast-paced environment and respond positively to change. A willingness to always learn, grow and pivot to fulfill business needs.
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Team Player Mentality: A strong desire to contribute positively to a supportive and collaborative team culture.
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Service-Oriented Background (Desirable): Experience from sectors like retail, hospitality, or other service-oriented fields where you’ve developed strong people skills.
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Availability: Must be able to work on-site in our Wellington CBD office, Monday to Friday, for a full-time (37.5 hours) role.