Overview

We’re looking for a highly skilled Customer Care (Complaints) Feedback Executive to handle and investigate customer complaints and other forms of feedback 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 and provide fair outcomes to our customers.What we do. Electric Car LeasingWhy we do it. Greener. Fairer. Future.What you''ll do

Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolveHandle complex inbound and outbound communication with customers in a calm and professional wayWork closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectivesUse several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when neededCommunicate with internal and external parties as needed to investigate and close complaintsEnsure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaintsMaintain and update the complaints database with accurate informationMake recommendations for fair redress and remedial actionsDocument all complaints according to policies and proceduresProvide root cause analysis and notify management team of trends to recommend business improvements based on feedbackWhat you''ll need

Work across multiple internal and external platforms whilst maintaining attention to detailProven track record of managing and meeting strict deadlines whilst continuing to support peersProven Complaint Handling experience in an FCA-regulated environmentHigh level understanding of DISP regulationsExcellent written and verbal communication skillsAbility to build strong relationships with internal and external partners (power of persuasion)Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essentialWhy else you\''ll love it here

Octopus Electric Vehicles, part of the Octopus Energy Group, has been recognised for workplace excellence and culture.Salary discussions are welcome with recruiters to ensure alignment with experience.Octopus Energy Group offers a unique culture with autonomy and opportunities; visit our perks hub - Octopus Employee BenefitsAbout us

The electric revolution has arrived - from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. We’re building a new way for drivers to join the electric charge, including a "lease for life" through an industry-changing customer experience. 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 part of the Octopus Energy Group, which includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.Equal opportunity statement:

We are an equal opportunity employer and do not discriminate on the basis of protected attributes. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.

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