What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future. We’re looking for a highly skilled Customer Care Executive (Complaints & Feedback) to investigate and analyse customer complaints and other forms of feedback in regulated and non-regulated environments. The ideal candidate will have exemplary communication skills, a strong curiosity for all things complaints, and be driven by delivering excellent customer experiences. They will use exceptional attention to detail to identify & provide fair outcomes to our customers! What you'll do... Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve Handle complex inbound and outbound communication with customers in a calm and professional way Working closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team wide objectives Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed Communicate with internal and external parties as needed to investigate and close complaints Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints Maintain and update the complaints database with accurate information Make recommendations for fair redress and remedial actions Document all complaints according to policies and procedures Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback What you'll need... Proven Complaint Handling experience in an FCA-regulated environment High level understanding of DISP regulations Excellent written and verbal communication skills Ability to build strong relationships with internal and external partners (power of persuasion) Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential About us The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal. Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs. If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.