We’re looking for an experienced, empathetic, inspirational Head of Customer Operations to lead our 100-strong-and-rapidly-scaling, Customer Operations (COps) team. You’ll play a key role in our continued growth and success, supporting our team to do the best work of their careers while maintaining our 4.8* Trustpilot, best-in-class customer experience and relentlessly improving on our existing processes.

We encourage autonomy and ownership, which is how we’ve built our teams

The customer is central to all our decision making, and we encourage and empower our teams to be autonomous, curious, and impactful. Our COps teams are made of 8-10 people per team, who between them, have the skills to resolve 95% of customer queries.

Everyone is a generalist, and some people are also specialists. This approach means a single team can look after the full lifecycle of a customer, from the point of sale, to the return of their car at the end of their contract, this elevates our team from typical customer service roles to truly having the skills and autonomy to help our drivers.

As well as our frontline team, you’d also be responsible for our Customer Care team (who coach COps through complaints and work closely alongside our Account Management team), team engagement and process improvement; this is supported by a team of Operations Managers reporting in to you, who support our Team Leads (currently 5 Managers with 15 TLs). You will be reporting directly to our Chief Operating Officer and working alongside all the senior stakeholders across our business, as well as external suppliers, partners, clients and customers, making sure communication between all areas is seamless.

We want to make Ops the most fulfilling team to work in by continuing to build an inspiring, happy, fun environment providing a career our team are proud of.

Responsibilities

Coach each of your Ops managers to deliver exceptional outcomes: They’re responsible for: delivering on strategic priorities, high levels of quality assurance, reducing our rate of complaints and closing these within SLAs, delivering cars compliantly and making sure we have the right number of staff to manage our workloads. As much as possible we promote internally, so the team are young in terms of management experience.
Lead our COps from the front: Build and lead a high-performing Customer Operations team, providing mentorship, guidance, and support to foster a culture of excellence and customer focus. You’ll help your direct reports, our Customer Ops Managers, do the best work of their careers through regular 1:1s; giving and receiving feedback, coaching and goal setting.
Set, develop and execute the strategic direction for COps: collaborate with peers and work with our projects team to create the Ops quarterly and annual goals to support the company’s values and growth objectives.
Be the voice of Operations both internally and externally: In all sorts of settings and contexts, talk stakeholders through what Operations is all about and where we’re going. Manage interactions and output from suppliers and partners and also regularly speak with all types of clients.
Own customer experience improvement: Work with our projects team to continuously enhance and optimise the end-to-end customer journey by implementing changes to processes and our knowledge base effectively at pace, across our 100+ (and growing) team. We’re responsible for everything post-sale: placing car orders, managing deliveries, on road compliance and offering post-delivery support.
Oversee process improvement: Identify areas for operational improvement and work with your team to implement efficient and scalable processes to enhance customer satisfaction, job satisfaction, operational efficiency, and profitability.
Collaborate closely with cross-functional teams: including Dealer Operations, Vehicle Operations, Sales, Marketing, and Product, to ensure seamless coordination and alignment in delivering exceptional customer experiences.
Generate data-driven insights: Work with our data and projects team to utilise customer data and feedback to identify trends, generate insights, and drive actionable recommendations to improve operational performance and customer satisfaction both within Ops and other areas of the business.

You should apply if

Proven 2+ years experience in a senior leadership role within customer operations, overseeing a team size of at least 50, preferably in a fast-growing and customer-centric organisation
You have experience leading teams across multi-levels of management, but are still happy to get stuck in
The teams you have led carry out operational work, as well as support
You’re driven by our mission; a passion for electric vehicles, is a plus
You’re comfortable in an ever-changing industry and company
Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels, both internally and externally
You’re a coach at your core and you have a demonstrated ability to lead and inspire teams, fostering a culture of excellence, collaboration, and customer focus
Data-driven mindset, with the ability to leverage customer insights and analytics to drive operational improvements
Capable of visioning future workable solutions as well as a willingness to roll your sleeves up and get involved in day to day operations
Strong understanding of customer journey mapping, customer experience management, and process optimisation
You are very hands-on and solve problems when you spot them
You’re an extreme completer-finisher; “It’s not done until it’s done”

💚 Why else you'll love it here

💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!

🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits

🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership

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.

Please note we use AI to help us assess applications fairly and objectively.

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.

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Head of Customer OperationsOctopus Energy

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