UK & NZ Customer Service Operator and Smart Tariff Specialist

August 30, 2024

Octopus Energy NZ Ltd

Wellington City

FULL TIME

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.

About Octopus Energy

Since 2015, Octopus has been on a mission to bring affordable, green energy to the world. With the help of our in-house developed technology platform, Kraken, we’ve become the 4th largest energy supplier in the UK, opened retailers in 5 other countries, and licensed our software to retail giants including E.ON in the UK and Origin Energy in Australia. We’ve reinvented energy products with smart, data-driven tariffs to balance customer demand with renewable generation - and we’re the biggest investor in renewable generation in the UK.

We are now looking for an Operations Superstar for the UK Operations team.. Working with Octopus Energy is a chance to join an exciting scale-up business within the energy supply sector, one that’s at the forefront of changing the landscape of the energy industry across the world. A role with us offers you the chance to contribute to building world-class operations that will catapult you into a fantastic career.

More about the role

As well as providing excellent generalist customer service to your UK and NZ customers as required daily, the role is responsible for providing outstanding service to efficiently resolve problems affecting customer facing electric vehicle remote connection processes and remote charging controls. Also provide outstanding customer service to effectively resolve customer queries/problems regarding other low carbon technology applications, device settings, and documentation.
Process export applications from start to finish including; assessment of required installation documents (battery, solar, wind, hydro), creation of export MPAN via industry communications, advanced enrolment of export MPANs, and completing set up to ensure accurate billing and industry settlements can take place. A deep understanding of industry communications (flows) to correctly process updates to supply points within the energy industry is a must
This is a full time, permanent position (37.5 hours) based in our Wellington HQ. While mainly working Monday - Friday, some flexibility is necessary to support remote customers on evenings and weekends from time to time. The salary range is $55 - $65k.
This means you will

Have excellent communication skills and ability to adapt to the wide range of customers we speak to.
Be comfortable chatting to customers over the phone and via email, all whilst having the freedom to help them in a way you too would like to be helped.
Take ownership of their needs and find a way, no matter what, to figure things out with them.
Handling customer queries, issues and complaints via phone and supporting the NZ team where needed
Numbers driven role and high attention to detail required
Minimum 1-2 Years UK Energy Industry experience
Minimum 6 months NZ Energy Industry knowledge
Have specialised background in minimum two industry/technical disciplines, covering any of billing, metering, smart products or vulnerability/extra care.
Have specialised knowledge of low carbon technologies (batteries, heat pumps, solar panels and electric vehicles), including onboarding, integration, industry and billing processes.
Minimum 1-2 Years 1-2 Years experience using Kraken application, or similar Customer Relationship Management platform i.e Oracle.
Have team player vibes - willing to step up when your team needs
Be able to work in a high performing environment and be self-managing to fill your time.
Be excited to work somewhere with a strong team focus with personal and team targets
Happily split your time between customer contact and back-end customer issues.
Have in depth knowledge of billing processes for tariffs supporting low carbon technologies, including applying unit rate data to consumption (& export) smart metre data

What you will love about us

Our company culture - we won best company to work for in 2019 and our CEO, Greg has recorded a podcast about our culture and how we empower our people
Bringing yourself to work is at our core
Flexible working environment - genuine work life balance here, we are in the top 5 companies in the UK, we treat you as a human, and do our best to make work and life merge smoothly together
Huge focus on wellness; weekly yoga and massages, drinks, barista-style coffee machine, gym access, snacks from good-for and more
Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success
Office culture - have a certain tech requirement? We’ll do our best to get it. Our offices are also stocked with fruit, breakfast, great coffee and soft drinks. Weekly on a Friday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner
Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you
Leaders that are trained in neurodiversity in the workplace