Head of Operations. Customers at Octopus Energy

We’re looking for a talented Operations Manager to join our team to help define what the world thinks of Octopus Energy Spain

You will be joining a growing Operations team and will play a key part in helping to streamline processes, and take the lead on implementing new approaches and effective ways of working. This is a great opportunity to use creative thinking in a fast-paced delivery environment.

Mission: Make Ops’ lives easierKey metrics: Reduce our cost to serve & operational risks/complexities

What you'll doTake full ownership of the day-to-day running of Core Customer OperationsBe the ultimately-accountable person for ensuring we hit our KPIs, e.g.-95% answer rates on the phone-Average email response times of <1hr-100% compliance for our deliveries (all pre-delivery checks completed. always)You’ll be responsible for defining how our KPI’s for each Ops team should change over time as our business grows and becomes more complexBe responsible for our headcount forecasting and driving hiring to make sure all core Customer Ops + Specialist teams have the right skill-sets and number of peopleManage a team of several Team Leads, coaching and inspiring them to do some of the best work of their careersEmpower all our team leads to take ownership of their own team’s success, coming to you for help with finding the right people for their teamLead on project managing some of the more reactive work e.g. curveballs the leasing industry throws our wayReviewing existing arrangements, giving suggestions on alternatives as well as clear, actionable recommendations highlighting risks, mitigations and measurable outcomesLeading implementation of new approaches including revised customer journeys, changes to our systems, reporting and team training toolsOwn complex problems, generate & implement solutionsHelp the wider team by “flexing” in busier periods: taking on responsibilities to help with the management of the Customer Operations team, hiring, managing interns, supporting team leads, developing and maintaining our reporting toolsWhat you'll needAn operational mindset - scope, implement, scale is the way we look at everythingTo thrive in ambiguity, ask incisive questions and take a structured approach to problem-solvingA strong bias to analysis and analytical capability - being able to quantify requirements or problems and work through them based on rational principles is keyHigh levels of comfort with managing and interpreting dataDemonstrated history of ownership, close collaboration with colleagues as well as strong presentation and communication skillsTo be naturally curious with a history of measurable positive impact wherever you go and a completer-finisher mentalityExperience of using basic spreadsheet programmes is essential, as is an ability to get to grips with software tools that are new to you, fastExperience working in a high growth companyThe ability to write a SQL query to help you solve problems is desirable but not essentialCondiciones del puestoOffice: ValenciaOur company culture - we won best company to work for in 2019 and our CEO, Greg has recorded a podcast about our culture and how we empower our people   Flexible working environment - genuine work life balance here, we are in the top 5 companies in the UK, we treat you as a human, and do our best to make work and life merge smoothly together Relaxation - we don’t count your holidays here, we work hard, and so we know you need to play hard as well (within reason of course) Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success Office culture - have a certain tech requirement? We’ll do our best to get it. Our offices are also stocked with fruit, breakfast, great coffee and soft drinks. Bi-weekly on a Thursday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you Por qué más te gustará estar aquíWondering 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 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!Si quieres ser parte de este increíble proyecto, adjúntanos tu candidatura y la valoraremos. Si tu perfil encaja con lo que estamos buscando te contactaremos.Apply for this job