Head of Customer Experience / Brand Experience
Smart meters are here. These are energy industry game changers, and we’re excited 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.
A little bit of backgound...
Octopus Energy Services (a brand new subsidiary of Octopus Energy) is building a field force of engineers to install 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 are building a field force that can not only live up to this standard, but also turn it up a notch.
This role is vital in ensuring these high standards are continually met and exceeded. You will be the customer champion. Your role will be to ensure our service is truly market leading and surpasses the expectations of our customers. You’ll work collaboratively with our operational teams to achieve this and we’ll expect you to challenge the status quo. For many customers, the smart meter installation will be the first face-to-face interaction they have with Octopus Energy, so we need to be on point.
We want our customers to be left with the same warm feeling they have when dealing with Octopus Energy online or on the phone. This is a really exciting time to be joining us as we set up and grow. You’ll be working directly with Octopus Energy (itself a new, but rapidly growing company) to design and build the communications to encourage customers to install a smart meter. You’ll own the entire customer journey – from encouraging customers to book an appointment right the way through to getting feedback from a finished job. You’ll ensure that customers are informed throughout the process, using technology and the appropriate channels to make the experience as smooth and convenient as possible.
Why work with us?
We are a new, exciting and fast-growing business within the Octopus Energy group. We are building a market-leading field force business, which will enable us to continually impress our customers by offering fantastic levels of service and support. We’ll also 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 are looking for somebody who understands what it takes to impress our customers. We need someone who can put the customer at the heart of everything we do. You’ll understand the shortfalls of metering as it is today and have a passion for moving energy field services into a new era. You’re always seeing ways to improve things and you’re motivated to work with colleagues to make changes - continuously improving what we do and the way we do it. You’ll track customer feedback; prioritise new developments and ensure that we’re achieving maximum customer impact for the work we do. We also need someone who understands a start up environment. You’ll need to roll your sleeves up and get involved – this isn’t a role for a shy strategist or a manager / delegator – attitude and flexibility are key.
You’ll also need to ensure that the service we provide is kept within the regulatory frameworks set up to protect customers. You’ll be part of a management team – working closely with the Head of Operations and Head of Field Operations. The role will be wide and varied and will evolve over time, with the following key responsibilities:
Working with Octopus Energy to design the communications content and strategy – monitoring and adapting as we learn
Being the owner of our branding and visual identity, ensuring it is delivered correctly and with impact across all channels
Being the customer champion, ensuring the service we deliver leaves our customers truly impressed
Ensuring that our recruitment process is getting the right engineers through the door and that adequate soft skills training is conducted
Working with the Octopus Energy Tech Team and other 3rd parties to develop solutions that ensure the customer experience is second to none
Monitoring and managing customer satisfaction feedback. Ensuring any shortfalls are addressed and that any lessons that come from this are learnt across the business
Continually challenging the Operations teams to ensure they are delivering the best experience possible
Being a member of the senior management team and directly involved with decision making
Providing customer care support. Ensuring any issues that occur are dealt with swiftly, efficiently and to a standard that exceeds the customers’ expectations.
Being a brand advocate. Ensuring our culture is reflected throughout the organisation
Ensuring our comms and processes meet the relevant regulatory requirements
This is a really exciting time to get involved in a company looking to challenge how energy field services are delivered.
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 firstname.lastname@example.org