Support Services Manager - Customer Leads

Lead Support Services Manager - Customer Leads in Nottingham, UK. Manage customer contact for ECO4 and GBIS schemes, inspire team, analyze data, and ensure outstanding customer service.

Octopus Energy
Octopus Energy
Nottingham, United Kingdom  UTC+00:00   Hybrid   Full Time   1001-5000   More than 3 months ago

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.

Customers are always at the heart of everything we do! We have an amazing opportunity for a Support Services Manager who is super motivated and enthusiastic about delivering top notch customer service.

We are looking for a manager to join us to manage the customer contact for our ECO4 and GBIS leads activity. You’ll be joining a team that’s passionate about improving insulation in homes, reducing carbon emissions, and delivering an outstanding customer experience at the same time. You will manage all elements of customer contact needed to deliver first class communication to customers who have applied for the ECO4 and GBIS schemes. You’ll inspire and motivate a small team of Support Services Specialists and be dealing with customers direct as well as our internal teams. The is a hybrid role as you’ll be working remotely and attending our dedicated Octopus Energy Eco office in Nottingham on a weekly basis.

What you'll do

  • Manage and respond to customer queries about their ECO4 and GBIS application.
  • Manage and respond to internal queries about ECO4 and GBIS applications.
  • Manage and respond to any customer complaints.
  • Be a point of contact for liaising with internal teams (Customer Ops & Marketing)
  • Work with the partners to understand and agree the customer service approach.
  • Track / report lead and partner performance.
  • Analyse data to identify trends from a customer service perspective and identify improvement opportunities.
  • Produce reporting and documents suitable to circulate to senior management.
  • Support administrative needs covering a broad range of operational requirements

What you'll need

  • A first-class approach to dealing with customers.
  • Great communication skills.
  • Proven hands-on experience in customer service and managing a small customer focused team.
  • Excellent organisational skills with an ability to prioritise, multitask and juggle various operational requirements.
  • Strong sense of accountability, taking full ownership to get things done.
  • An aptitude for pro-active problem solving and a keen eye for detail.
  • An understanding of the ECO and GBIS schemes
  • Proficient in using the Google Suite and the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant tools.

Why else you'll love it here

  • Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
  • 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 we're 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

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.

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About the role

Dec 29, 2023

Full Time


Jun 20, 2024


Nottingham, United Kingdom



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