Overview
We’re looking for compassionate and resilient people, ready for a job with real impact. As the face of Octopus, you’ll be completing welfare-focused home-visits to customers in debt, gathering information and helping them set up sustainable repayment plans – you’re a problem solver, a listener, and a great communicator. You’ll be meeting customers where they are – literally – to turn stressful debt situations into manageable paths forward. The role is primarily field-based lone working, but also includes elements of desk-based phone interactions and account resolution.
What you’ll do
* Deliver outstanding service to customers face-to-face on home visits, connecting them with support they may need and finding a manageable payment method to suit them.
* Have open conversations with customers about affordability and vulnerability to find a realistic payment solution. Gather information about the property and occupants so that if we can’t reach the customer we can decide the next steps.
* As a lone worker, strictly follow safety policies, check‑in protocols, and maintain a safety‑first mindset at all times. This includes wearing safety devices.
* When not on the road, manage inbound and outbound calls, send emails to customers, and review their energy accounts to ensure a seamless experience.
* Utilise the Kraken platform both on the phone and face-to-face to update accounts and resolve customer issues.
* Act as a brand ambassador and face of Octopus, ensuring you comply with relevant rules and record information correctly.
* Manage personal vehicle and Octopus equipment, starting the day with a pre‑start check and ending with mileage form completion.
What you’ll need
* Previous experience in customer service, field roles, or supporting vulnerable people is highly desirable. Experience helping people in debt is a bonus, but a positive attitude matters more.
* High levels of empathy and resilience, with the ability to persevere on days with low customer contact or challenging travel. You must be able to adapt interactions and handle angry customers or support someone in crisis.
* Full, valid UK driving licence and 2 years of driving experience. Commitment to maintaining a safety‑first approach; no more than six penalty points.
Further details
* 5 days a week (Monday–Saturday), 09:00–17:30.
* Work a minimum of one Saturday per month.
* In summer months, you may work adjusted shifts (e.g. between 8 am and 7 pm) to reach customers during lighter days.
* Personal vehicle required to travel within your region. A personal car allowance through an EV salary sacrifice scheme is available as an optional benefit after successful completion of probation.
Compensation
Salary is competitive and will be discussed during the interview to ensure it aligns with your experience.
Equal Opportunity Employment Statement
We are an equal opportunity employer. We do not discriminate on the basis of protected attributes. We are committed to providing an inclusive, fair, and supportive work environment for all.
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