Customer Operations Specialist

London (GB) / Brighton (GB)

Octopus Electric Vehicles 🚙 – Operations – variable

Full-time

Hybrid – 2 days in office per week minimum, in either London or Brighton

Electric Car Leasing

Greener. Fairer. Future.

We are looking for a Customer Operations Specialist who is passionate about delivering exceptional, high-quality service
. You are the primary point of contact for our drivers, guide them through their leasing journey, from the point they order the car to when it is returned, and everything in between, acting as their expert guide through the transition to zero‑carbon driving.

At Octopus Electric Vehicles, our service happens on the front lines, primarily over the phone. We need someone who can turn a complex logistics update into a reassuring conversation and a potential complaint into a 5 star Trustpilot review
. You will manage the driver’s journey from the moment we place their order, ensuring they feel supported every step of the way.

• Deliver 5 Star Phone Support:
  Be the friendly, professional voice that drivers rely on. You’ll handle inbound and outbound calls with empathy, ensuring every driver feels heard and valued.
• Own the Driver Journey:
  Manage the end‑to‑end process from the point of ordering. Be your driver’s personal project manager, removing blockers and communicating updates.
• Champion Brand Reputation:
  Proactively seek opportunities to delight drivers, aiming for top‑tier feedback from every interaction.
• Creative Problem Solving:
  When hurdles arise, like manufacturer delays or spec changes, you’ll find creative, fair solutions that keep the driver mobile and happy.
• Operational Resilience:
  No one day is alike here. You’ll maintain high standards and a positive attitude, even during busy periods, managing your workload effectively.

• Excellent Phone Manner:
  You are a natural communicator who can build rapport quickly and stay calm under pressure.
• A Passion for Service:
  You genuinely enjoy helping people and will go the extra mile to ensure a "memorable experience" for our customers.
• Resilience and Grit:
  You thrive in a fast‑paced "scale‑up" environment and view challenging conversations as an opportunity to win a customer's trust. You must be comfortable working in ambiguous situations and change.
• Attention to Detail:
  You’ve got an eye for small things and enjoy ticking off boxes. You’ll ensure no detail is missed in the contracting or delivery process.
• A Team Player Mindset:
  You enjoy working as part of a close‑knit team, sharing feedback and suggesting improvements to our processes as we grow.
• Knowledge of Cars/EVs (Preferable):
  While not essential, a background or interest in the automotive industry or electric vehicles is an advantage and will help you hit the ground running.

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.

As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

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.

Apply for this job