Energy Specialist - UK Customer Support

Overview

Join our dynamic Wellington CBD office for a full-time role (37.5 hours per week) supporting UK-based customers via email on the acclaimed Kraken platform. This entry-level position offers an opportunity to become a dedicated customer advocate while growing a career focused on sustainability and outstanding service.

Primary Responsibilities

• Deliver exceptional, empathetic service to UK customers primarily through email, with occasional support to New Zealand customers by phone.
• Take complete ownership of customer concerns from beginning to end, addressing complex issues involving billing, smart meters, and account management.
• Handle a high volume of inquiries, guiding customers thoughtfully through their experiences.
• Apply creativity to innovate and improve customer service operations and processes.
• Provide considerate assistance to vulnerable customers, ensuring sensitivity in all interactions.
• Gain thorough expertise in the Kraken platform.
• Identify personal areas of interest within the role and develop specialized knowledge to advance your career.

Key Qualifications and Attributes

• Strong passion for delivering excellent customer experiences with honest commitment.
• Creative problem-solver able to think beyond conventional solutions.
• Adaptable and resilient, thriving in a fast-paced, evolving work setting, with willingness to learn continuously.
• Collaborative team player who contributes positively to workplace culture.
• Preferably experience in service-related sectors like retail or hospitality, demonstrating strong interpersonal skills.
• Must be available to work on-site Monday to Friday in Wellington’s CBD office.

Additional Details

The base salary starts at approximately $57,000 per year, with flexibility based on experience. Training for new team members will begin in September. We emphasize a unique and empowering company culture that encourages autonomy, rapid decision-making, and rewarding perks suited to employee needs. Octopus Energy values inclusivity and equal opportunity for all applicants, providing accommodations throughout the hiring process upon request.

Hiring Process

• Initial informal chat to understand mutual fit.
• Discovery Day involving interactive team activities and role exploration.
• Final on-site interview with leadership for deeper assessment.

Our recruitment process typically takes up to four weeks with flexibility to accommodate candidates. Use of AI-assisted tools may occur for application management purposes but all final hiring decisions are made by our human talent team.

For questions or accommodation requests during hiring, contact our talent team via email.