What we do:
Electric car leasing.

Why we do it:
A greener, fairer future.

We’re seeking a highly capable Customer Care Executive to review and assess complaints and other types of customer feedback, such as Google and TrustPilot reviews, NPS, and CSAT surveys, in both regulated and non‑regulated settings.

The ideal person will be an exceptional communicator, deeply curious about complaint resolution, and motivated by delivering outstanding customer experiences. They will rely on strong attention to detail to identify issues and ensure fair outcomes for customers.

What you’ll do:
• Carry out detailed investigations of complex complaints that take longer than expected to resolve, aiming to close as many as possible within three days.
• Perform high‑level and in‑depth root cause analysis and present insights to senior leaders, recommending improvements based on customer feedback.
• Work closely with customer‑facing teams to share learnings and support data‑driven performance monitoring aligned with individual, team, and company objectives for exceptional service.
• Manage complex inbound and outbound customer communications calmly and professionally to turn negative experiences into positive ones.
• Use multiple data sources to track customer service performance and regularly report on KPIs and SLAs to support leadership and shape key decisions.
• Collaborate with internal and external stakeholders to investigate and resolve complaints, using trends and historical data to create preventative measures.
• Ensure regulatory standards are met, including responding to escalations from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association within required timeframes.
• Keep the complaints database accurate and up to date.
• Recommend fair resolutions and corrective actions.
• Ensure every complaint is recorded according to company policies and procedures.
• Coach complaint handlers on best practices and provide feedback based on case reviews.
• Lead complaints and incident stand‑ups across all teams.
• Take responsibility for up to three teams’ complaint and incident SLAs and compliance.
• Analyse major incident themes in addition to complaints.

What you need:
• Demonstrated experience handling complaints in a regulated environment.
• Strong understanding of DISP regulations.
• Excellent written and verbal communication.
• Ability to build strong relationships with internal and external partners and influence effectively.
• Experience working with the Financial Ombudsman Service and/or BVRLA is beneficial but not essential.
• Knowledge of salary sacrifice products is helpful but not required.

Why you’ll love working here:
• Salary is flexible based on experience—our recruiters will discuss it openly with you. We avoid publishing figures because we don’t want it to deter great candidates; finding the right fit matters more.
• Octopus Energy Group offers a unique culture—fast‑moving, autonomous, and built on collaboration. We reward your hard work with perks that matter.
• Octopus Electric Vehicles has received multiple awards, including Sunday Times Best Company to Work For (2024), Tempo’s top start‑ups list (2025), and Glassdoor’s Best Places to Work (2022). Our CEO has even recorded a podcast about our culture and leadership.
• We’re a dog‑friendly workplace, with measures in place for those with allergies.

About us:
The shift to electric vehicles is underway, and from 2035 new petrol and diesel cars will no longer be sold in the UK.

We’re developing a new experience for drivers to join the electric movement—researching, choosing, and leasing an EV online, supported by a revolutionary customer journey and a “lease for life” approach. This is your opportunity to join one of the UK’s most exciting start‑ups, helping individuals and businesses go electric with a bundled offer that includes the car, charger, and energy.

Octopus Electric Vehicles was founded in 2018 to make clean, green driving effortless. Our mission is to support sustainable progress, reduce carbon emissions, and offer customers fair pricing and an exceptional experience.

We are part of Octopus Energy Group, a company reshaping industries to improve the lives of millions. The wider group includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures, and Octopus Labs.

We use AI to help assess applications fairly.

If this sounds like you, we’d love to hear from you.

Ready to build a career with us? We want you to have everything you need to thrive. If you require any adjustments or have specific preferences, tell us and we’ll tailor your interview process to help you shine.

Research shows that some people—particularly women—may hesitate to apply unless they meet every requirement. Whoever you are, if this role interests you, we encourage you to apply. We look for genuinely kind, honest, and empathetic people. Our team is our greatest strength, and diverse perspectives drive our success. As an equal‑opportunity employer, we welcome everyone and ensure fairness, inclusivity, and equal access to opportunities.