Pre-Payment Customer Service Advisor - Energy (Remote)

United Kingdom Octopus Energy UK 🇬🇧 – Customer Operations / Full-time / Remote Want a soul-sucking call centre job? Yeah, neither do we. We’re not here to read scripts or tick boxes. We’re here to shake things up, to make energy better for our customers and the planet. That means real conversations, real problem-solving, and real impact. 💜 Your team? The best bunch of people you’ve ever worked with—curious, driven, and just as passionate about changing the industry as you are. No egos, no corporate nonsense—just a group of brilliant minds tackling challenges together. ⚡ It’s not always easy—but it’s worth it. We move fast. Things change. Just when you think you’ve nailed it—BOOM—something new to learn. But if you love a challenge and thrive in a fast-paced environment, we’ll have your back every step of the way. What You'll Do...

• ⚡ 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.

The types of people we would love to hear from are those that are...

• ⭐ 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.

What’s in it for you? 👀💡 🚗 EV salary sacrifice – drive electric & save 💰 📈 Share options – own a little piece of the pie 🥧 🎉 Weekly ‘Family Dinner’ catch-ups Sound like your kind of place?  We want to hear from youA bit about the role: Location - Remote, UK Our need - Immediate starters Salary - £24,600 Hours - Full Time Our process usually takes up to 4 weeks, but we’ll always do our best to flex around what works for you, this is what you can expect - First Stage Interview – You’ll be able to speak to one of the team or record your responses to pre-set questions at a time that fits you. This gives you the flexibility to showcase your skills without needing to be available for a live interview. Prep Call – After your first interview, you’ll arrange a call with someone from the Talent Team. They'll give an overview of what you need to know to succeed in the next stage, the OctoPalooza. OctoPalooza Event– This is an opportunity to meet potential future colleagues and participate in activities, including group exercises, role plays, and one-on-one interviews. It's designed to give you a taste of the company culture and the type of work involved. Final Interview – The last stage is the final interview you will meet two of our leadership team, and have a chance to ask any final questions. It’s also your opportunity to see the work environment before making your decision. Along the way, you’ll chat with our recruitment team and your Recruiter will help you throughout different stages. Got any burning questions before then? Drop us a message at hiring@octoenergy.com and we’d love to help! 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!