Credit Specialist

Job Description

Are you passionate about making a positive impact on the planet and delivering exceptional customer experiences?

Octopus Energy is looking for passionate and empathetic individuals to join our incredible team in Coventry as Credit Specialists. Our team plays a vital role in the business, helping to support Octopus Energy customers, who may have found themselves in financial difficulty.

Our customers are at the centre of everything we do, so it’s on us to help and support them if they find themselves in financial difficulty. As a Credit Specialist, you should understand that each customer’s situation is different so we’re looking for someone who can use their own initiative to tackle a range of sensitive customer scenarios. This role will include a significant level of outbound calling to our customers, so the ability to demonstrate a deep care for our customers over many conversations will be key.

What you'll do

• Talking to customers that might be in financial difficulty.
• Handling customer communications through a range of channels such as inbound and outbound phone calls, emails and text messages.
• Using your initiative to find the best way forward through agreeing appropriate repayment plans using external tools such as PayLink to review affordability levels and engage with customers to agree repayment plans.
• Own customer issues from start to finish, resolving problems and maintaining contact throughout.
• Identifying vulnerabilities customers may have - both financially and non-financially - to ensure we are providing the most appropriate level of care and service to them.

What you'll need

• Be passionate about customers and always seek to provide a first class service.
• A fast learner that has meticulous attention to detail.
• Fluid and comfortable in a fast paced environment where you might be pulled in different directions.
• Able to manage your own workload.
• Helpful and patient (it’s a job with a thousand questions!)
• Mental resilience to handle a high volume of challenging customer conversations each day
• A self starter that can use their own initiative to problem solve and make sound decisions.

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 Group 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. We’ve also been placed in the top 10 companies for senior leadership
• Visit our UK perks hub - Octopus Employee Benefits