Pre-Payment Customer Service Advisor - Energy

Summary

Join Octo Energy and experience a fulfilling career that prioritizes real conversations, problem-solving, and positive impact. This is not your typical call center job; it's about making energy better for customers and the planet. You'll be part of a supportive and passionate team, tackling challenges together in a fast-paced environment. The role involves providing end-to-end customer service, handling queries, and resolving complaints. You'll be empowered to think on your feet, deliver solutions, and make a real difference in people's lives. This is an opportunity to contribute to a company that cares about its customers and the environment.

Requirements

• Live for great customer service. You get a kick out of helping people and making their day that little bit better
• Ask questions and embrace change . Things move fast here – you’ll love learning new things and rolling with the punches
• Have each other’s backs. No egos, no lone rangers – just a team of brilliant people supporting each other to do their best
• Care about the planet. We’re fighting climate change, and we want people who share our passion for a greener future
• Spot problems and fix them. If something’s not working, you’ll be the first to figure out a better way – and make it happen
• Tackle tough calls head-on. Some conversations will be challenging, and some days will be non-stop – but you’ll take it in stride, stay cool under pressure, and keep finding solutions
• Look out for those who need it most. From customers struggling to pay their bills to those in vulnerable situations, you’ll bring empathy, patience, and the right support every time

Responsibilities

• Making energy easy. Cutting through the jargon and helping customers on pre-payment meters understand their bills without the headache
• End-to-end service. No endless transfers or passing the buck – you’ll handle queries from start to finish, including complaints, making sure customers get the right help the first time
• Thinking on your feet. No scripts, no robotic responses – just real conversations where you listen, understand, and deliver solutions that make sense
• Treat every customer with the care you’d give gran . We believe in warmth, kindness, and going the extra mile – because that’s what good service looks like
• Making a difference. Whether it’s helping someone struggling with their energy bills or advising on greener energy choices, you’ll have a real impact

Benefits

• EV salary sacrifice – drive electric & save 💰
• Share options – own a little piece of the pie 🥧
• Weekly ‘Family Dinner’ catch-ups