Operations Manager - Customer Care London, England
Octopus Energy
Full Time
London, England
30071 - 50720 GBP ANNUAL Today
Job description
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
We’re looking for a talented Ops Manager to join our team to help define what the world thinks of Octopus Electric Vehicles.
You’ll be joining our existing 2 Ops Managers looking after “Core Customer Ops” (ensuring we’re hitting our key business-as-usual metrics) and “Learning & Development” respectively. Your focus will be on the “Customer Care” (complaints/escalations + account management) tasks, ensuring that our customers, who are central to all our decision making, have the best experience possible.
You will be joining a growing Operations team and taking the lead in designing the structure of our new discipline: Customer Care. You’ll build new processes, hire a team and take the lead on implementing new approaches and effective ways of working with our customers in their most challenging situations.
The Customer Care team will work in partnership with our Account Management team, who’s key metric is to generate as many leads as possible. Your team will enable that by providing the slickest customer journey possible.
This will play a key part in shaping how our customers perceive us and therefore the success of our company as a whole. This is a great opportunity to use creative thinking in a fast-paced delivery environment.
What you'll do
- Take full ownership of building and nurturing a highly successful Customer Care team
- Hire and manage a team of ~2 Senior Customer Care Associates, coaching and inspiring them to do some of the best work of their careers
- Design and build the team structure of our Care Specialists (Customer Operations Specialists who spend 25% of their time on complaints + escalations)
- Enable your managers to resolve customer complaints + escalations, at a business-wide and individual customer level
- These will originate from both our drivers, and their employers (i.e at a ‘driver’ and ‘account’ level)
- Be the final point of escalation for complaints across Operations - you should empower your Associates to resolve 99% of these
- Manage the partnership between the Customer Care team and Account Managers
- Provide Account Managers with relevant information they need to effectively manage the customer base
- Proactively identify potential risks to the business
- Set expectations with Account Managers and Customers alike for complaints and give foresight of potential future complaints (with our plans to mitigate)
- Own our Trustpilot page and score
- Track trends in escalations to inform business decisions
- Work hand-in-glove with the L&D Ops Manager to plug gaps in our Customer Operations Specialists’ knowledge
- Empower all our team leads to take ownership of their own team’s complaints, coming to your team for advice
- Be the ultimately-accountable person for ensuring we hit our KPIs, e.g.
- 75% of complaints closed within 4 weeks
- 95% of complaints closed within 8 weeks
- (working with our L&D Ops Manager to ensure) <1 complaint / 1,000 customers / week
- Lead on project managing some of the more reactive work: e.g. curveballs the leasing industry throw our way
- Reviewing existing arrangements, giving suggestions on alternatives as well as clear, actionable recommendations highlighting risks, mitigations and measurable outcomes
- Leading implementation of new approaches including revised customer journeys, changes to our systems, reporting and team training tools based on escalation trends and customer feedback
- Own complex problems, generate & implement solutions
- Help the wider team by “flexing” in busier periods: taking on responsibilities to help with the management of the Customer Operations team, hiring, managing interns, supporting team leads, developing and maintaining our reporting tools
What you'll need
- To care deeply for our customers, but also be able to set clear boundaries and expectations
- Have a low appetite for risk especially when relating to customer experience
- Ability to thrive in cross-discipline collaboration
- An operational mindset - scope, implement, scale is the way we look at everything
- To thrive in ambiguity, ask incisive questions and take a structured approach to problem-solving
- A strong bias to analysis and analytical capability - being able to quantify requirements or problems and work through them based on rational principles is key
- High levels of comfort with managing and interpreting data
- Demonstrative history of ownership, close collaboration with colleagues as well as strong presentation and communication skills
- Experience building teams and processes from scratch
- To be naturally curious with a history of measurable positive impact wherever they go and a completer-finisher mentality
- Experience of using basic spreadsheet programmes is essential, as is an ability to get to grips with software tools that are new to you, fast
- Experience working in a high growth company
- The ability to write a SQL query to help you solve problems are desirable but not essential
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!
- What do you get? Click here
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.
Octopus Energy
www.octopus.energy
London, United Kingdom
Greg Jackson
Unknown / Non-Applicable
1001 to 5000 Employees
Company - Private
Energy & Utilities
2016
