© 2019 Octopus Energy Services 

Field Team - Support Specialist

We’re building a customer focused team of support specialists. By working closely with our customers and our engineers, you’ll assist the successful planning and installation of smart meters and other metering requirements in our customers’ homes.

 

The role

Smart meters are here. These are energy industry game changers, and we’re buzzing about their potential. The technology will save UK consumers a lot of time (no more meter readings!) and with innovative electricity tariffs like Agile Octopus and Octopus Go making the most of the smart meter tech, potentially a fair bit of dough too.

Octopus Energy Services (a brand new sister company of Octopus Energy) is looking for support specialists to assist in the successful roll out of these meters. Octopus Energy has quickly established a reputation for service excellence, mainly through fast and friendly online operations - achieving a 5-star Trustpilot rating and a Which? Recommended energy supplier award for the last 2 years in a row. In fact with Affect Energy and M&S Energy (both Octopus Energy sub brands) 3 of the top 5 positions on Trustpilot for energy supply are taken up with Octopus brands. So we need people who can not only live up to this standard, but also turn it up a notch.

The role is likely to change over time and we’ll evolve and change as the software and systems we use evolve and change. Your ability to deal with change is key. You’ll be talking to customers about the benefits of smart meters; advising on what to expect and ultimately booking their appointment. At the same time, you’ll be helping the engineers with scheduling and rescheduling their days and helping with any issues they’re facing out in the field – such as a meter that won’t commission. You’ll be working as one team with one set of objectives as we try to provide customers with great new technology with as little inconvenience as possible.

When there’s a meter installation to do in a customer’s home you’ll be at the heart of it – you’re sitting in mission control and you’re central to its success. Whilst the engineers are concentrating on the job in hand, you’ll have the tools to see the bigger picture – are we on schedule? If not, you’ll need to adapt and react. Can we call in other engineers to help? Can we move jobs around? You’ll be making sure that any changes are communicated and understood by all involved.  You’ll also be responsible for ensuring that systems are updated with the necessary technical information and within regulatory timeframes.

Why work with us?

As part of the Octopus Energy Services team, we’ll ensure you have the best of everything you need to deliver the top class service we’re aiming for. You’ll have the backing of Octopus Energy’s massive tech power - so we’ll be able to constantly evolve and shift processes to ensure we’re always delivering our best service.

Is it you we're looking for? 

We’re looking for team players who are up for a challenge; who want to work in a start up environment and who get what a great customer experience is.

We need people who thrive on working as part of a team – you’ll be part of a team of field support specialists, but more importantly part of the wider team of engineers. All trying to ensure we can install meters as efficiently and effectively as possible with limited inconvenience to our customers

You’ll also need to be a great communicator – you’ll need to get on with engineers who may be having a stressful day in the pouring rain whilst also ensuring our customers receive the 5star service that they’re used to. You’ll also need to ensure that everyone is updated if things change. You’ll be as at home communicating via text message or Slack as you are with using the phone.

You’ll be flexible and able to think on your feet – no two days are likely to be the same and we’ll have constant challenges in the field – your problem solving skills will be called upon.

Empathy – engineers face challenges such as traffic and bad weather; customers with busy lives don’t want to be sat in waiting all day for an appointment – your understanding of their situations will help you make the right decisions. We’ll also have more vulnerable customers who may need additional help or advice.

You’ll be organising customer appointments and helping to organise engineers’ days – so you’ll need to be good with local geography or great with Google maps.

Adaptable – this is a new role and it will grow and move into areas that we haven’t yet imagined. It’s important that you’re up for new challenges and able to take on new tasks as the job develops.

Industry understanding – this would be a huge help – not so much going with the flow; more knowing the flow. The energy industry energy is complicated and so prior energy experience would give you a great head start.

 

This is what we can offer...

A holiday scheme is included, starting initially at 22 days + Bank Holidays rising annually by 1 day to a max of 25 days. In addition to this a generous pension scheme will be provided with a 4% employer contribution.

Awesome office in the Lanes in Central Brighton

Start up culture (relaxed dress code; Friday drinks etc) but with investment backing from an innovative parent company

 

If you want to make a difference to the millions of people and businesses suffering under a broken industry, join us.

To apply, drop us a line with your CV to workwithus@octoes.com