Addressing Black representation in the energy industry
At Octopus Energy, our mission is to drive the global renewable revolution and make green energy affordable for all. In order to succeed, we need to build a team that represents everyone in our society. Unfortunately, Black professionals make up < 2% of the energy workforce, which is a significant under-representation compared to the ethnic composition of the UK. To help address this, we have created an internship programme that is only open to candidates who identify with any Black, Black British, African or Caribbean background. We are committed to promoting equality, and this internship is an important step in our effort to foster greater diversity and inclusiveness in our business and industry.
Applications for all our internships will close on the 17th April.
This is our sixth year running the internship programme. You can hear from our past interns and learn about our previous internships.
About the role
We’re looking for a highly skilled Customer Care (Complaints) Executive to investigate and analyse complaints and other forms of feedback, e.g. Google and TrustPilot review, NPS and CSAT surveys, in regulated and non-regulated environments.
This customer-facing role will focus on carrying out, and suggesting improvements to our existing processes, ensuring that our customers have delightful, memorable experiences. Things move fast, here at OEV, so your input will also help shape the future of how we interact with our customers at all the stages of their journey.
What you'll do
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Working closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives of <1 complaint per 1K drivers weekly, 70% CSAT and 4.8 Trust Pilot rating.
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Handle complex CEO escalations. Inbound and outbound communication with customers in a calm and professional way to make things right. Turning poor experiences around.
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Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
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Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on impactful data.
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Maintain and update the complaints database with accurate information.
What you'll need
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Don't worry, previous knowledge of EVs/the automotive industry is not required!
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Ability to build strong relationships with internal and external partners
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Someone with a keen eye for detail
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Excellent written and verbal communication skills
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A passion for problem solving and going above and beyond to ensure you deliver a great customer experience
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Experience working independently and as part of a close-knit team
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A curious and keen-eye for detail to spot areas of improvement - we love hearing examples!
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To be a natural finisher and an effective operator - you leave no loose ends in your path
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To want to gain insight into a rapidly growing company and be comfortable adopting changes quickly
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*** IMPORTANT - HOW TO APPLY ***
Follow the link below to be taken to an application form where you will be prompted to 'Attach Resume/CV'. Please do not upload a CV. Instead, you should upload a cover letter made up of no more than 500 words. 🚀
This cover letter is your chance to stand out! We want to know about you, your passions, and why you think you would be a great fit for an internship at Octopus Energy. We don’t use CVs as we are more interested in what makes you tick than we are about the opportunities you have had up to this point.
It is really important that this cover letter is written by you and really tells us your story. By putting this into AI, your story will get lost. So, while we typically encourage efficient ways of working, please refrain from using AI for this task 🤖
This cover letter is the same for all our internships, so if you are applying for one or multiple positions, you will only need to write one. Please use the below brief of what to include:
- Before your skills and experience, we’re looking for the right kind of person – the kind who is utterly passionate about our mission and who thrives working how we work. So, please let us know why the Octopus Energy Group stands out to you? 🐙
- Tell us about yourself - who you are, what you are studying or have studied, what makes you…you?
- What do you think you could bring to an internship at Octopus Energy?
- Tell us about a time you went above and beyond to help someone else, not because you had to, but because it was the right thing to do.
- If we gave you a stage and 2 minutes to teach the company something, anything, that has nothing to do with energy, what would it be?
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 during your interview process 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!
