At Octopus Energy, I lead and support a team of 15 customer operations professionals, coordinating daily workload, priorities and operational coverage.
I monitor team performance and operational KPIs, including quality, call wait time, attendance and task completion. I also review complaints and carry out CHI/deep-check activities, providing feedback to address quality gaps.
I handle complex customer complaints and escalations, support billing operations, and coordinate coverage for smart metering and other specialist support areas.
Before progressing into team leadership, I supported customers by phone and email with account, billing, service and complaint-related issues. I work with Kraken, Slack and HR-related platforms, and have experience working remotely with international teams.
