Digital Energy Specialist - Origin

Kraken is the technology behind Octopus Energy.
Working for us
Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need lots more people to help us make our vision a reality.
Want to work in a soul-destroying customer service call centre? Don’t apply here.
We’re different. You won’t believe it until you actually start working here. We try to explain it during the application process and through our Discovery Days but really, until you’re immersed in our culture, you’ll realise you’ve never worked anywhere like it.
Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends.
They are the most enthusiastic, determined, curious crew who love being part of disrupting the energy industry but also sharing our mission to humanise the customer service experience.
We don’t lie - it’s not easy.
Learning in a fast-paced, ever-changing environment isn’t for the faint-hearted. Every day you will come across problems you’ve not seen before, and you’ll be tasked with bringing about awesome solutions. Expect the unexpected. Ask questions, drive change and share your ideas.
There’s a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. We’ll help you build your knowledge and be committed to your development. If you’ve got the attitude to thrive here and want to make a difference - we’ll go that extra mile for you.
Kraken is the technology behind Octopus Energy. We’re on the search for innovative and enthusiastic folk, to join the Kraken Tech team to support our client Origin with their out of hours operations in the UK.
We are working with Origin, to migrate their 4.2 million customers to Kraken and set up a new part of their business using the world-class Octopus operating model.
The work will be mainly email-based given the time difference, but you will be expected to pick up the phone with customers if needed. We expect the responses to be fast (within a few hours) and come from someone thoughtful who is able to explain complex problems to customers in a simple way.
This is an exciting opportunity to learn how an industry on the other side of the world works. As you will be working with customers and teams based in Australia, you must be comfortable working flexibly with early mornings.
As a Digital Energy Specialist, you will be a diligent, enthusiastic person with excellent written communication.

What you'll do

• End-to-end customer service: Take full responsibility for all customer issues that you come across during the Australian evening and over the weekend. This will mainly be via email but you’ll pick up the phone to customers if needed.... You’ll be trained in every aspect of the customer experience and be able to help solve any problem.
• You’ll be open to experimenting with different ways of working across timezones to find a scalable rhythm for the future.
• Expect the unexpected: this is a new role in a new part of the business so there will be problems that we haven’t come across before. You’ll be comfortable figuring things out as we go.
• You will work full time (37.5 hours a week) with at least 8 of those either on Saturday or Sunday. Including UK bank holidays (more than generous holiday entitlement in return!).
• This is a role for early risers, you'll be working 7am-3pm during BST and 6am-2pm during GMT but this can be flexible.

What you'll need

• To be obsessed about providing outrageously good customer experiences. Customers are at the centre of everything we do, and in Operations we get the opportunity to be the main point of contact for our customers.
• At least 1-2 years of customer service experience - we want to know you’re comfortable talking to people!
• To be tech savvy and curious. You’ll be an independent learner who enjoys learning new things.
• To be an excellent writer, and can support your work with helpful screenshots or videos. We use a mixture of great tools including Slack, Intercom, Kraken and email, and meetings via Zoom or Google Hangout.

More about us...
Octopus
Octopus Energy Group is an energy tech company. We use technology to make green electrons cheap and revolutionise customer experiences. Octopus Energy already supplies over 2 million homes with cheap green power in the UK, with operations in Germany, Australia and the USA, and launches planned for Japan and New Zealand. By the time you’ve applied, this list may be longer. We proudly enjoy a 5-star TrustPilot ranking from our customers. We were named the Company that’s done the most in the past year to advance UK renewables at the REA Awards 2019, and most recently, our proudest award, that of Best Company to Work For. As well as all that, Octopus Energy for Business supplies green energy to over 20,000 companies, Octopus Electric Vehicles helps make clean transport cheaper and easier, Octopus Energy Services brings smart products into thousands of homes, and Octopus Centre for Net Zero is a multi-disciplinary research organisation helping Governments and industry reach net zero sooner. Octopus Energy Group's tech arm, Kraken Technologies, enables our innovation. They have created our API driven in-house technology platform, built from the ground up around the customer. It powers the outstanding service, efficiency and smart products we’re using to accelerate the world’s transition to a decentralised, decarbonised energy system. The Kraken tech platform has been licensed to support over 17 million accounts worldwide, through deals with Good Energy, E.ON, Hanwha and Origin Energy - we've raised over £500 million to continue on our mission globally.
Origin
It's an exciting time to join Origin. Together we’re powering a cleaner, smarter energy future for Australia and beyond, always looking for better ways to deliver for our customers – and for our people.At Origin, our focus is on getting energy right for our customers, communities, and planet. Because we know it’s up to us to shape the future of energy. Origin's Retail business is Australia’s leading energy retailer, we provide 4.2 million customers with a range of energy products, services, and solutions to keep our homes, businesses and communities going. As we continue to build a simpler, smarter, and more engaging business for the future, we’re looking for people who are passionate, curious and customer focused. People who are excited by the challenge of finding new ways of working, new ways of delivering for customers and more affordable energy.
If this sounds like you then we'd love to hear from you.

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.