Customer Operations Team Leader

London (GB) / Brighton (GB)

Octopus Electric Vehicles – Operations - variable

Full-time

Hybrid

We’re looking for an incredibly talented Team Lead to join our growing Customer Operations team.

You’ll be expected to lead your team independently and take full ownership of its results, communicate well across the organisation and be passionate about the goals we are trying to achieve.

You lead from the front, with the natural ability to influence, motivate, and inspire your team.

This is a hybrid role, we expect a minimum of 2 days in office per week in either our London or Brighton office.

• Manage a team of up to 10 customer operations specialists to deliver an exceptional customer journey from start to finish
• Oversee the day-to-day operational functions including but not limited to:
  Team management / Operational reporting / Building relationship with third parties / Industry compliance
• Enable your team to deliver exceptional service and perform to their best, ensuring you/they hit our ambitious targets. (CSAT, SLAs, Trust Pilot,...)
• Coach and develop your team on their individual growth trajectories, helping make Octopus the most fulfilling place to work
• Constantly look for improvements in our processes and work with stakeholders to deliver on action plans
• Help expand our team by supporting our onboarding and recruitment strategy
• Model and embody our culture to ensure your team lives by our company values
• Own the resolution of escalations and complaints raised by your team’s customers

• Proven ability to lead and motivate teams effectively - this is vital!
• Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience.
• You show up for others and get the best out of the people around you by creating a supportive team environment.
• You are resilient and adaptable - you’re positive and proactive and energised by working in a fast-paced environment characterised by constant change
• You have a bias to action and proactively take ownership (particularly when dealing with problems)
• Previous knowledge of EVs/the automotive industry is a bonus, but not required

• P.s. just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
• We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!

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.

If this sounds like you then we'd love to hear from you.

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