Customer Care Executive - Complaints & Feedback

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for a highly skilled Customer Care 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.

The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify & provide fair outcomes to our customers.

What you'll do...:
• Thoroughly investigate and analyse all complex complaints that take longer than we anticipate to resolve, with a goal to resolve as many as possible within 3 days.
• Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on customer feedback.
• Working closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives on delivering excellent customer service.
• Handle complex inbound and outbound communication with customers in a calm and professional way to turn poor experiences around.
• Use several data sources to monitor performance across customer service metrics and regularly report against KPIs and SLAs to support management and influence key decision-making.
• Communicate with internal and external parties to investigate and resolve complaints, using emerging trends and historical data to implement mitigations.
• Ensure regulatory compliance, including fulfilling requests from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints, within SLA.
• Maintain and update the complaints database with accurate information.
• Make recommendations for fair redress and remedial actions.
• Ensure all complaints are documented according to policies and procedures.
• Coaching all complaint handlers on complaint handling, providing feedback through reviewing examples.
• Hosting complaints and incident stand-ups for all teams across the business.
• Being directly responsible for up to 3 team’s complaints and incident SLAs and compliance.
• Analyzing incidents high-level themes, in addition to complaints.

What you need...:
• Proven Complaint Handling experience in a regulated environment.
• High level understanding of DISP regulations.
• Excellent written and verbal communication skills.
• Ability to build strong relationships with internal and external partners (power of persuasion).
• Experience with regulated complaint handling (specifically the FCA's DISP Handbook) and experience with complaints escalated to the Financial Ombudsman Service.
• Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement.

💚 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! 🎁 Visit our perks hub - Octopus Employee Benefits

• 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. 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

• P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies

About us

The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.

We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.

Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.

We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.

Please note we use AI to help us assess applications fairly and objectively.

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

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.