Operations Manager - Low Carbon Tech (copy)

Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and to help us make our vision a reality. We're looking for an experienced Operations Manager who will be responsible for leading and developing our installation support customer operations as we accelerate our mission of bringing solar& battery, heat pumps and EV Chargers to domestic households across the UK. Our installation support function, based in our cool Brighton office, supports customers during the period leading to installation of low carbon products, such as solar, heat pumps and EV Chargers in their homes. They ensure the journey runs smoothly and essentially act as a concierge for any work that may need to be completed prior to the installation. You will be responsible for driving the performance of this department via our team leaders, supporting them in delivering exceptional results from their frontline teams. You'll lead an operation of circa 45 people initially, with room for growth providing awesome development opportunities as we scale. Your teams will be the face and the voice of Octopus Energy Services, advising and supporting customers throughout their journey towards awesome low carbon technology for their home, primarily solar & in-home batteries but also supporting the delivery of heat pumps & EV chargers We're looking for someone with a genuine passion for driving outcome focussed performance, accelerating how we manage customers through a pre-installation funnel so they can quickly access low carbon tech products being installed in their home. You'll have the proven ability to lead leaders and help them and our wider teams deliver successful results. A passion for sustainability is a must with a relentless desire for bringing to life the exceptional benefits of our products and providing customers with a truly exceptional experience. We are a high and fast growth area of the business and we need someone who fits the mould of powering that forwards. What you'll do

• Manage a frontline leadership team, developing their capability to drive elite performance and deliver progressive results from their own teams
• Ensuring we provide outstanding customer service, facilitating the recording of customer satisfaction and sharing best practice measures across the team and wider business
• Bring to life for the business innovative mechanisms for continuous improvement, helping optimise every stage of the customer journey through tech, processes and people
• Proactively and analytically identify innovative in ways of supporting customers in making the transition to a solar & Battery, heat pump and EV Chargers easy and enjoyable
• Ensure the team are diligently managing their individual customer pipelines through to delivery, developing a culture where are people proactively push for results and want to exceed targets
• Implement a performance culture and routine within the team to unleash their full potential through regular 1:1s, coaching, setting stretching objectives and providing regular feedback on performance and results
• Supporting the delivery of resource growth in your team, identifying necessity and benchmarking excellence
• Forecasting ongoing team results through people and data led information
• Build and maintain superb relationships with stakeholders across the entire Octopus Energy business to deliver collaborative outcomes and help support consistency
  
  Experience in leading teams in customer management through to delivering amazing outcomes, preferably in a B2C installation environment
• A proven record of creating a culture of high performance, trust, wellness, and strong authentic relationships across all teams. Our people love coming to work and your teams should too
• A ruthless focus on performance development, team management and continuous improvement
• Previous management experience, ideally leading leaders, along with a strong passion for energy technology and decarbonisation
• A ruthless focus on the customer with a genuine passion for going above and beyond to deliver outstanding outcomes
• An ability to show a completer finisher mentality and an understanding of processes as a whole being able to see the why behind each section of the business and how that creates the entire vision
• A start up / entrepreneurial mind-set being able to adjust to change and keep up with a fast moving business
• Able to develop a base technical product knowledge to support how we will help our customers navigate to achieve low carbon energy use in their homes, through our products
• Being able to work autonomously whilst knowing when to seek the right approvals is key. We advocate strongly the opportunity for getting on and getting things done without creating ambiguity
  
  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 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! We won
in 2022, on Glassdoor we we're voted and our Group CEO, Greg has recorded and how we empower our people
• Visit our perks hub -
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. Octopus Energy