Operations Specialist

At Octopus EV, customers are at the absolute heart of everything we do. As our customer base grows rapidly, we are constantly seeking ways to deliver exceptional service that sets us apart from the rest of the leasing industry.

We are looking for a keen eye for detail to join our Operations team; someone who won’t just report on problems, but will help us truly understand what our customer-facing teams needs, where & why they face friction, and how we can proactively solve those challenges.

The QA team is responsible for reviewing our customer-facing interactions with drivers to ensure they remain fully compliant and follow internal processes, in line with our QA framework. Our goal is to increase the percentage of all interactions that are Quality Assured to continuously monitor the risk to our business of how we communicate with our customers and improve our customer experience.

What you'll do

Audit our customer interactions (calls, emails, chat) to measure the quality of conversations in line with our QA standards.

Reinforce best practices and expected standards of service levels.

Provide actionable feedback to our management teams to improve customer service levels.

Tracking 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 our teams to set reasonable expectations for our drivers.

Conduct compliance checks regarding legal expectations, specifically focusing on identity checks, data protection practices and FCA requirements.

What you'll need

Proven experience in Quality Assurance is essential.

You will also be able to demonstrate:

Strong attention to detail.

Ability to take on board feedback and are 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.

Why else you'll love it here

• 💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
  
• 🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits
  
• 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership

Things to note

P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!