Operations Specialist

• Join Octopus Energy as an Operations Specialist, working hybrid from London. • Work in the QA team at Octopus Electric Vehicles, reviewing customer-facing interactions with drivers to keep them compliant and in line with internal processes. • Help increase the percentage of customer interactions that are Quality Assured, so the business can monitor communication risk and improve the customer experience. • Go beyond reporting problems by understanding what customer-facing teams need and where and why they face friction. • Support a rapidly growing customer base with service that sets Octopus apart from the rest of the leasing industry. • Join one of the UK's most exciting start-ups, helping drivers move to electric cars through a 'lease for life' experience.

• Bring proven experience in Quality Assurance. • Show strong attention to detail and excellent time and focus management. • Take on board feedback and give honest, constructive critiques with confidence. • Work well independently as well as in a team, with strong self-motivation. • Demonstrate unbiased decision-making. • Know FCA regulatory requirements, such as treating vulnerable customers fairly and complaints compliance. • Use your experience of working with customers in arrears.

• Draw on experience of auditing calls, emails and chats against a formal QA framework. • Apply knowledge of identity checks and data protection practices. • Use your experience of coaching or giving feedback to customer service teams. • Show a track record of using data to spot trends and drive process improvements.

• Audit customer interactions across calls, emails and chat to measure conversation quality against QA standards. • Reinforce best practices and expected standards of service levels. • Provide actionable feedback to management teams to improve customer service levels. • Track trends and improvements over time to support data-driven coaching and process changes. • Highlight knowledge gaps and areas where processes need improving. • Enable teams to set reasonable expectations for drivers. • Conduct compliance checks on legal expectations, focusing on identity checks, data protection practices and FCA requirements.

• Work hybrid from the London office. • Enjoy perks you actually care about through the Octopus employee benefits hub. • Join a dog-friendly company where you can bring your own dog into the office. • Work in a culture built on autonomy, with co-owners on projects that break new ground. • Request accommodations to tailor the interview process to your needs.

Octopus Electric Vehicles launched in 2018 to make it seamless for individuals and businesses to switch to electric driving, offering a car, charger and energy in one deal. It is part of the Octopus Energy Group, which also includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs. The company won the Sunday Times best company to work for in 2024 and was named 6th in Tempo's top 100 start-ups to work for in 2025.