Team Leader - Heat Pump Customer Care & Install Support

Manchester, UK
Octopus Energy Services 🧰 – Heat Pumps /
Full-time /
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.We’re head-over-heels with low carbon tech such as heat pumps, solar PV & EV chargers - which instantly help reduce a customer’s carbon footprint and give them control over their energy use. We are looking for experienced customer care 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 consumer focussed teams deliver the outrageous experience Octopus Energy customers love and expect.An exciting opportunity has arisen to join us as a Team Leader in Manchester, supporting customers in using low carbon tech products we’ve previously installed in their homeWe are looking for a forward thinking customer care team leader who can take ownership of supporting customer transition to low carbon technology and leave them feeling delighted in how we manage their installation journey.  You’ll be in our office, leading a team of Install Support Specialists to deliver awesome service to heat pump customers.

What you’ll do:

    • Be a leader in our installation support service, responsible for spearheading how we deliver awesome service
    • Work closely with a regional field team where you’ll act with a standalone business owner mentality towards delivering brilliance with your colleagues
    • You’ll be solution focussed, solving challenges to making an install a reality and helping us identify ways to ensure our customer relationships are world class
    • Share your knowledge with our sales & customer support teams to enable them to have well-informed conversations with our customers that help ensure happiness with the journey and their system
    • Create and embed mechanisms to help customers self serve, creating quicker and more consumer centric outcomes
    • Be the ambassador, for a “we’ll do whatever it takes” attitude towards delivering an amazing service. Every. Single. Time!

What you’ll need:

    • To be able to effectively lead and inspire a team - this is key!
    • A relentless focus on doing what is best, and what is right for our customers
    • A no holds barred approach to delivering successful outcomes
    • An amazing communicator, liaising with many stakeholders and influencing them to be an active participant in find great outcomes
    • To be a starter-finisher, & a go-getter, with a drive to seek out improvements and deliver them.
    • Strong attention to detail and accuracy.
    • To be a team player and relationship builder. The ability to build great working relationships with people across cultures and perspectives.
    • To be positive and proactive, and energised by working in a fast-paced environment characterised by constant change. You think creatively and logically to react to changes in strategy.
    • A high level of adaptability and agility to manage multiple projects at one time (we are growing quickly!)
    • To be someone who establishes and works with a network quickly to deliver promptly, with a focus on quality and delivery
    • You will be analytical, seeking out data and using this to inform your decisions

Why else you'll love it here:

    • Octopus Energy is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! We won best company to work for in 2022, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people
    • Visit our perks hub - Octopus Employee Benefits
This is a great opportunity to be part of, and help drive forward, the business as it grows and diversifies within a role that is central to ensuring our customers receive the outrageous level of service they rightly expect.

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

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. 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.