Energy Specialist - UK Support

About the role

You will take ownership of the complete lifecycle of UK customer interactions handled through written digital channels, ensuring each exchange meets the high standards set by Octopus Energy. Every day you will leverage the Kraken platform to investigate, diagnose, and resolve inquiries while reinforcing the company's radical decarbonisation mission. This role requires you to build deep expertise in energy products so you can translate complex topics into clear and reassuring guidance for customers. You will act as a critical safeguard for the brand by maintaining consistent tone and accuracy across every email you produce. The position offers significant room for professional development as you refine your skills in analysis, communication, and problem-solving. You will collaborate with cross-functional teams to close the loop between customer feedback and product or policy changes. A core part of your impact will come from designing reusable response templates that improve team efficiency without losing personalization. Over time, your work will directly support global sustainability goals by helping thousands of UK members navigate their energy journey.

Key facts

What you'll do

• Compose detailed and accurate email responses using Kraken tools specifically for UK-based members.
• Analyse incoming customer questions to identify the correct workflow lane and route cases to the appropriate team.
• Communicate with customers in a calm, structured, and empathetic manner to resolve complex issues efficiently.
• Develop and maintain standard response templates that allow the team to handle high query volumes while preserving quality.
• Coordinate closely with teammates to ensure smooth transitions between case intake, investigation, and resolution stages.
• Monitor recurring themes and patterns in customer queries to highlight opportunities for product or process improvements.
• Share timely updates with partner teams to ensure support documentation and guidance remain accurate and current.
• Track personal performance metrics such as first response time and resolution rate to refine daily work habits.
• Adjust your workflow and prioritisation strategies based on data insights to improve both speed and quality of service.
• Act as a bridge between technical product teams and customers by translating feedback into actionable support insights.
• Uphold compliance and data accuracy standards in every interaction, even when managing multiple conversation threads.
• Continuously expand your knowledge of energy products and decarbonisation initiatives to better serve UK members.

Requirements

• You must be eligible to work in New Zealand without the need for sponsorship from any external agency.
• You bring a minimum of three years of professional experience focused on customer interactions through written communication channels.
• You demonstrate a clear understanding of the connection between electricity products and their environmental impact.
• You type quickly and accurately while managing multiple conversation threads simultaneously without sacrificing accuracy.
• You are able to follow detailed procedures and maintain strict data accuracy even when working under pressure.
• You are comfortable with technology and eager to learn the features, tools, and workflows of the Kraken platform.
• You can adapt your tone and write clearly to ensure consistency across all messages sent to customers.
• You are committed to learning about energy products, billing, and decarbonisation initiatives relevant to UK customers.
• You hold the right to remain in New Zealand for the duration of the employment period without requiring additional visa sponsorship.
• You possess strong analytical skills that allow you to diagnose issues based on incomplete information and ask clarifying questions.

Nice to have

Previous experience in regulated industries or utility environments is valued and may give you deeper insight into compliance and customer expectations.

Practical notes

This engagement is full-time, requiring 37.5 hours of work per week on-site in Wellington, New Zealand. Visa requirements are not applicable as the role is based in New Zealand and does not require sponsorship. Candidates must meet the eligibility criteria related to work rights without external support. Please confirm all details on the official application page, as this page outlines the core expectations and responsibilities but may not include every possible variation. Applications must respect the stated compensation level and working arrangement.