Overview
We’re looking for a highly skilled Customer Care Executive to investigate and analyse complaints and other forms of feedback, e.g. Google and TrustPilot review, NPS and CSAT surveys, in regulated and non-regulated environments.
The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify & provide fair outcomes to our customers.
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
What you’ll do
* Thoroughly investigate and analyse all complex complaints that take longer than we anticipate to resolve, with a goal to resolve as many as possible within 3 days
* Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on customer feedback
* Work closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives on delivering excellent customer service
* Handle complex inbound and outbound communication with customers in a calm and professional way to turn poor experiences around
* Use several data sources to monitor performance across customer service metrics and regularly report against KPIs and SLAs to support management and influence key decision-making
* Communicate with internal and external parties to investigate and resolve complaints, using emerging trends and historical data to implement mitigations
* Ensure regulatory compliance, including fulfilling requests from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints, within SLA
* Maintain and update the complaints database with accurate information
* Make recommendations for fair redress and remedial actions
* Ensure all complaints are documented according to policies and procedures
* Coaching all complaint handlers on complaint handling, providing feedback through reviewing examples
* Hosting complaints and incident stand-ups for all teams across the business
* Being directly responsible for up to 3 team’s complaints and incident SLAs and compliance
* Analyzing incidents high-level themes, in addition to complaints
What you need
* Proven Complaint Handling experience in a regulated environment
* High level understanding of DISP regulations
* Excellent written and verbal communication skills
* Ability to build strong relationships with internal and external partners (power of persuasion)
* Experience with regulated complaint handling (specifically the FCA\'s DISP Handbook) and experience with complaints escalated to the Financial Ombudsman Service
* Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement
Why you’ll love it here
* Salary is flexible and discussed on a call with a recruiter to match your experience
* Octopus Energy Group offers a unique culture with autonomy and a range of co-owners; perks are worth your hard work
About us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We’re an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
Please note we use AI to help us assess applications fairly and objectively.
If this sounds like you then we'd love to hear from you.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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