What we do
Electric Car Leasing
Why we do it
Greener. Fairer. Future.
The Role, in a nutshell
We are looking for a Customer Operations Specialist who is passionate about delivering exceptional, high-quality service. You are the primary point of contact for our drivers, guiding them through their leasing journey, from the point they order the car to when it is returned, and everything in between, acting as their expert guide through the transition to zero‑carbon driving.
At Octopus Electric Vehicles, our service happens on the front lines, primarily over the phone. We need someone who can turn a complex logistics update into a reassuring conversation and a potential complaint into a 5‑star Trustpilot review. You will manage the driver’s journey from the moment we place their order, ensuring they feel supported every step of the way.
This is a hybrid role – 2 days in office per week minimum, in either London or Brighton.
What you’ll do
- Deliver 5 Star Phone Support: Be the friendly, professional voice that drivers rely on. You’ll handle inbound and outbound calls with empathy, ensuring every driver feels heard and valued.
- Own the Driver Journey: Manage the end‑to‑end process from the point of ordering. Be your driver’s personal project manager, removing blockers and communicating updates.
- Champion Brand Reputation: Proactively seek opportunities to delight drivers, aiming for top‑tier feedback from every interaction.
- Creative Problem Solving: When hurdles arise, like manufacturer delays or spec changes, you’ll find creative, fair solutions that keep the driver mobile and happy.
- Operational Resilience: No one day is alike. You’ll maintain high standards and a positive attitude, even during busy periods, managing your workload effectively.
What you’ll need
- Excellent Phone Manner: You are a natural communicator who can build rapport quickly and stay calm under pressure.
- A Passion for Service: You genuinely enjoy helping people and will go the extra mile to ensure a memorable experience for our customers.
- Resilience and Grit: You thrive in a fast‑paced environment and view challenging conversations as an opportunity to win a customer’s trust. You must be comfortable working in ambiguous situations and change.
- Attention to Detail: You’ve got an eye for small things and enjoy ticking off boxes. You’ll ensure no detail is missed in the contracting or delivery process.
- A Team Player Mindset: You enjoy working as part of a close‑knit team, sharing feedback and suggesting improvements to our processes as we grow.
- Knowledge of Cars/EVs (Preferable): While not essential, a background or interest in the automotive industry or electric vehicles is an advantage and will help you hit the ground running.
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.
#J-18808-Ljbffr…