Customer Support Team Manager

Customer Support Team Manager

About the job

Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need loads more people to help us make our vision a reality.

Octopus Energy Services is spearheading the transition to greener, cheaper energy through the installation of in-home technologies; from smart meters and EV chargers; to low carbon heating, home batteries, solar, and beyond. We deliver smart energy, low carbon solutions for our customers.

We’ve fallen head-over-heels with smart meters, heat pumps, solar PV and all renewable tech - which instantly help reduce a customer’s carbon footprint and give them control over their energy use. We are looking for experienced experts who share our vision: Moving away from fossil fuels, towards sustainable, smart technologies for our customers.

At Octopus, the customer is at the heart of everything we do. As the face of the whole company, our diverse, industry-leading field force delivers the outrageous experience Octopus Energy customers love and expect.

What you'll do

-Manage a team of Customer Support Specialists, who work alongside a large team of field engineers and our colleagues in Octopus Energy.

-Demonstrate exceptional leadership in the day to day running of the operation (ensuring we are delivering outstanding customer service, accurately scheduling appointments and supporting our engineers onsite)

-Support growth through impactful coaching and development

-Look for opportunities to continually improve performance and highlight any changes we could make

-Be an advocate for your team whilst creating a positive and high performing culture

-Create a consistent high performing team who feel part of our vision and strive to deliver outstanding customer service by doing the right thing for our customers

-Create effective reporting, analyse and act to drive improvement in performance and highlight trends

-You will have a deep understanding of Octopus culture and customer experience, setting the tone for your team

What you'll need

-Experience in people management (performance management, 121s, quality monitoring and coaching) with the ability to effectively lead and motivate a team - this is key

-To be a team player and relationship builder who can establish a network quickly and effectively collaborate across cross-functional teams

-You are positive, proactive and energised by working in a fast-paced environment characterised by constant change (we are growing quickly!)

-Strong organisational skills with the ability to prioritise tasks and manage multiple projects at one time

-You are a strong problem solver who isn’t afraid to put your ideas forward or into action and can ask for help, we are in it together

-Experience with google spreadsheets would be advantageous!

Why else you'll love it here

Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!