Operations Specialist

Octopus Electric Vehicles is building a new way for drivers to join the electric charge, offering car, charger and energy together through a 'lease for life' customer experience. The role focuses on auditing and improving the quality of customer interactions.

Responsibilities

Audit customer interactions (calls, emails, chat) to measure the quality of conversations in line with QA standards; Reinforce best practices and expected standards of service levels; Provide actionable feedback to management teams to improve customer service levels; Track trends and improvements over time to support data-driven coaching and process changes; Highlight knowledge gaps and where there is a need for process improvements; Enable teams to set reasonable expectations for drivers; Conduct compliance checks regarding legal expectations, specifically identity checks, data protection practices and FCA requirements

Requirements

Proven experience in Quality Assurance; Strong attention to detail; Ability to take on board feedback and confident in providing honest, constructive critiques; Excellent time and focus management skills; Self-motivation and the ability to work well independently, as well as in a team; Ability to demonstrate unbiased decision-making; Understanding of FCA regulatory requirements, such as treating vulnerable customers fairly and complaints compliance; Experience with customers in arrears

Benefits

Employee perks via the Octopus Employee Benefits hub; Dog friendly offices