Customer Operations Specialist

Role overview

Octopus Electric Vehicles is hiring a Customer Operations Specialist to provide high-quality support throughout the customer leasing journey. In this role, you will be the main contact for drivers from the time their vehicle is ordered until it is returned, helping them navigate the move to zero-carbon driving with confidence.

The position is largely phone-based and calls for someone who can simplify complex updates, handle concerns with care, and turn difficult interactions into positive outcomes. You will oversee each driver’s journey after order placement, making sure they stay informed and supported at every step.

This is a hybrid position with a minimum of two in-office days each week, based in either London or Brighton.

Key responsibilities

• Provide friendly, professional phone support through inbound and outbound calls, making sure drivers feel listened to and respected.
• Coordinate the full driver journey from order placement onward, acting as the central contact who clears issues and shares progress updates.
• Work to strengthen the company’s reputation by creating standout customer experiences and encouraging excellent feedback.
• Handle challenges such as manufacturing delays or specification changes by finding practical and fair solutions that keep drivers mobile and satisfied.
• Stay effective in a busy, changing environment by managing priorities well and keeping standards high.

What the company is looking for

• Strong telephone communication skills and the ability to build rapport quickly while staying composed under pressure.
• Genuine enthusiasm for service and a willingness to go beyond expectations to create a memorable customer experience.
• Resilience and adaptability in a fast-moving scale-up setting, including comfort with ambiguity and change.
• Careful attention to detail, especially when handling contracting and delivery steps.
• A collaborative attitude and openness to sharing ideas and feedback to improve processes.
• Interest in cars or electric vehicles is helpful, though not essential.

About the company

Octopus Electric Vehicles is part of Octopus Energy Group and focuses on helping drivers switch to cleaner transport in a simple, customer-friendly way. The business aims to make electric driving more accessible by combining vehicle leasing, charging, and energy solutions into one straightforward offering.

Founded in 2018, the company’s mission is to support sustainable change, reduce carbon emissions, and deliver fair pricing alongside an excellent customer experience. Octopus Energy Group operates across several businesses, including energy, healthcare, investments, property, ventures, and labs.

Additional information

Compensation is discussed directly with recruiters and is matched to experience, so no fixed salary is advertised.

The organisation uses AI-assisted tools in parts of its hiring process to help review applications fairly and manage application volume. Final hiring decisions are always made by people on the talent team.

The company is committed to equal opportunity, inclusive hiring, and reasonable accommodations during the interview process. Applicants are encouraged to share any specific needs or preferences so the process can be adapted where possible.

The workplace is dog-friendly, and pets are welcome in the office with precautions in place for people with allergies.

The company also notes that it welcomes applicants even if they do not meet every listed requirement, and encourages people from underrepresented groups to apply.

Additional culture notes mention a flexible, fast-moving environment where people work with autonomy, and that the organisation values honest, empathetic individuals.