Customer Operations Team Leader

Job Description

• Manage a team of up to 10 customer operations specialists to deliver an exceptional customer journey from start to finish
• Oversee the day-to-day operational functions including but not limited to: Team management / Operational reporting / Building relationship with third parties / Industry compliance
• Enable your team to deliver exceptional service and perform to their best, ensuring you/they hit our ambitious targets. (CSAT, SLAs, TrustPilot, )
• Coach and develop your team on their individual growth trajectories, helping make Octopus the most fulfilling place to work
• Constantly look for improvements in our processes and work with stakeholders to deliver on action plans
• Help expand our team by supporting our onboarding and recruitment strategy
• Model and embody our culture to ensure your team lives by our company values
• Own the resolution of escalations and complaints raised by your team's customers

Requirements

• Proven ability to lead and motivate teams effectively - this is vital!
• Exceptional people skills with the capability to communicate effectively and drive a team to consistently deliver on our exceptional customer experience.
• You show up for others and get the best out of the people around you by creating a supportive team environment.
• You are resilient and adaptable - you're positive and proactive and energised by working in a fast-paced environment characterised by constant change
• You have a bias to action and proactively take ownership (particularly when dealing with problems)
• Previous knowledge of EVs/the automotive industry is a bonus, but not required