Credit Welfare Agent

Job Description

We're looking for compassionate and resilient people, ready for a job with real impact. As the face of Octopus, you'll be completing welfare-focused home-visits to customers in debt, gathering information and helping them set up sustainable repayment plans - you're problem solver, a listener, and a great communicator. You'll be meeting customers where they are - literally - to turn stressful debt situations into manageable paths forward. The role is primarily field-based lone working, but also includes elements of desk-based phone interactions and account resolution.

What you'll do

• Deliver outrageously good service to customers face-to-face on home visits, connecting them with all the support they may need for their life circumstances and finding a manageable payment method to suit them
• Have open conversations with customers around affordability and vulnerability to find a realistic payment solution. Gather information about the property and occupants, so if we can't speak to the customer we can decide the next steps.
• As a lone worker, you'll be the captain of your own ship. You'll strictly follow safety policies, check-in protocols, and maintain a "safety-first" mindset at all times. This includes wearing safety devices.
• When you aren't on the road, you'll manage inbound and outbound calls, send emails to customers, and review their energy accounts, ensuring a seamless experience for customers - whether you are on their doorstep or on the phone.
• Utilise our Kraken platform both on the phone and face-to-face to update accounts and resolve customer issues.
• As a brand ambassador and face of Octopus you'll ensure you're always acting in line with relevant compliance rules and recording information correctly (you'll receive training to help you) and be a shining example of our core values.
• You will manage your personal vehicle and Octopus tech, starting the day with a Pre-start check and ending with mileage form completion, for instance.

What you'll need

• Previous experience in customer service, field roles, or supporting vulnerable people is highly desirable. Experience with helping people in debt is a bonus, but your attitude matters more.
• High levels of empathy and resilience, with the ability to persevere on days with low customer contact, or challenging travel. You must be able to adapt your interactions - you can navigate a conversation with an angry customer just as well as you can support someone in a crisis.
• Full, valid UK driving licence and 2 years' driving experience. Commitment to maintaining a safety-first approach. No more than 6 penalty points.

Further details

• 5 days a week (Monday-Saturday), 09:00-17:30.
• You will work a minimum of one Saturday per month.
• Our customers have different needs throughout the year. In summer months, you may work adjusted shifts (e.g. between 8am and 7pm) to reach customers during lighter days.
• This is a field based role so access to a suitable vehicle is required to travel within your region. A personal car allowance through our EV salary sacrifice scheme is available as an optional benefit after successful completion of probation.

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 were recently named the UK's top company to work for, and we ranked in the top ten in the Sunday Times Best Places to Work 2024. 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

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

P.S. Our process usually takes up to 4 weeks, but we'll always do our best to flex around what works for you. Along the way, you'll chat with our recruitment team and your Recruiter will help you throughout different stages. Got any burning questions before then? Drop us a message at [email protected] and we'd love to help!

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

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.

Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We're lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you'd like to know more about how we use your data, you can reach out to us via email at [email protected]. We're happy to help!