Complaints and Quality Coordinator – Newcastle

Octopus Energy

  • Full Time

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We’re looking for a Complaints and Quality Coordinator to join our new hub in Newcastle.

We are growing our Acquisition Quality team and so have an opportunity for a Complaints and Quality Coordinator to join our new hub in Newcastle.

The role will be varied, and you will need to have passion for raising the bar on quality standards. The work you will be doing will be critical to everything Octopus Energy represents.

An effective sales team doesn’t compromise on quality and compliance, and you will be responsible for ensuring that our brand ambassadors receive the most up-to-date information, the best service and ensure that our teams are always delivering excellence to our customers – both current and potential.

What you’ll do

  • You won’t just be listening to interactions and conducting investigations. You will be responsible for Quality Assurance across our sales channels
  • Monitoring the quality assurance of our sales channels – regularly reviewing sales recordings and making sure our brand is being represented to the highest standard
  • Conducting swift and thorough investigations of complaints and feeding back your investigations to the relevant channel lead
  • Investigate and monitor quality and make initial recommendations for possible corrective action
  • Liaising with our partners to feedback improvements and positive comments to the Brand Ambassadors or identify potential issues or trends that could be forming within sales teams
  • You will investigate, respond and feedback complaints to relevant leaders and departments
  • You will be responsible for managing the complaints from the start of the query – to finish; and finalising the reply as well as reporting on trends, issues and make commercial recommendations
  • You will be instrumental in driving a culture of excellence and support a customer centric team of brand ambassadors

What you’ll need

  • Ability to learn on the job in a rapidly changing environment
  • Ability to work under pressure and meet tight deadlines
  • Ability to deal with difficult situations
  • Be a back-up for work colleagues within the sales department
  • Excellent communication skills
  • Ability to work under pressure and meet tight deadlines
  • Act with honesty and empathy whilst remaining objective
  • Excellent IT skills and good working knowledge of Microsoft Office and equivalent
  • Ideally experience within the energy industry would be preferable but not essential
  • Ad hoc travel and overnight stays may be required

Why else you’ll love it here

  • 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
  • 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
  • Relaxation – we don’t count your holidays here, we work hard, and so we know you need to play hard as well (within reason of course)
  • 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
  • Social Events – we sponsor YeoValley’s summer festival, valleyfest, every year for our big offsite Summer party (we take our kids too) and we also aim to have 3 parties a year
  • Parents – get access to tax free childcare and maternity and paternity pay.  We’re always looking for new ways to support parents, during lockdown we created OctoKids TV to help keep your kids occupied and entertained
  • Your development is important – we support and help with development including internal and external courses, learning, study support etc, all bespoke to you
  • SmartPension Scheme – employer 5% employee 3% and you can contribute more
  • Cycle to Work Scheme – to help lower your carbon footprint whilst good for your health

If this opportunity sounds like you and you have a genuine passion for what we’re doing at Octopus Energy then we’d love to hear from you.