Customer Care Executive - Complaints & Feedback Job at Octopus Energy (London)

New

Customer Care Executive - Complaints & Feedback

We’re looking for a highly skilled Customer Care Executive to investigate and an...

Location

United Kingdom , London; Brighton

Salary:

Not provided

Octopus Energy

Expiration Date

Until further notice

Requirements

Proven Complaint Handling experience in a regulated environment
High level understanding of DISP regulations
Excellent written and verbal communication skills
Ability to build strong relationships with internal and external partners (power of persuasion)
Experience with regulated complaint handling (specifically the FCA's DISP Handbook) and experience with complaints escalated to the Financial Ombudsman Service

Job Responsibility

Thoroughly investigate and analyse all complex complaints that take longer than we anticipate to resolve, with a goal to resolve as many as possible within 3 days
Conduct high-level and in-depth root cause analysis and deliver findings to senior management to recommend business improvements based on customer feedback
Working closely with customer-facing teams to share learning opportunities and data-led performance monitoring, aligned to individual, team and business-wide objectives on delivering excellent customer service
Handle complex inbound and outbound communication with customers in a calm and professional way to turn poor experiences around
Use several data sources to monitor performance across customer service metrics and regularly report against KPIs and SLAs to support management and influence key decision-making
Communicate with internal and external parties to investigate and resolve complaints, using emerging trends and historical data to implement mitigations
Ensure regulatory compliance, including fulfilling requests from the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints, within SLA
Maintain and update the complaints database with accurate information
Make recommendations for fair redress and remedial actions
Ensure all complaints are documented according to policies and procedures

What we offer

Dog friendly company

Fulltime

Customer Care Specialist

Step into the role of Customer Care Specialist at Barclays, where you'll provide...

Location

India , Noida; Gurugram

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Graduate/post-graduate in any discipline
1+ years of experience in customer service/call centre experience
Excellent oral communications skills and written skills
Focus on the customer and a positive, professional attitude
Receiving inbound phone calls from customers and service their needs effectively and efficiently
Understanding and analysing customer needs
Outbound calling on complaints and customer call back where required
Complex problem solving
Handling multiple skillset queries
Complaint management – Handling customer complaints

Job Responsibility

Provision of customer service through various communication channels including chat, email and phone
Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
Collaboration with teams across the bank to align and integrate customer care processes
Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness

What we offer

Hybrid working
Modern workspaces, collaborative areas, and state-of-the-art meeting rooms
Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations

Fulltime

Specialist Customer Care

Embark on a transformative journey as Specialist Customer Care at Barclays, wher...

Location

India , Noida

Salary:

Not provided

Barclays

Expiration Date

Until further notice

Requirements

Excellent communication skills
Problem solving mindset
Strong commitment to resolving complaints in a professional and timely manner
Proven experience in Customer service role in voice or back office process
Conflict resolution skills and the ability to handle difficult or emotional conversations
Experience in analyzing workflows, optimizing procedures and delivering high quality service
Key essential skills such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills

Job Responsibility

Provision of customer service through various communication channels including chat, email and phone
Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
Collaboration with teams across the bank to align and integrate customer care processes
Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas
Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders
Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness

What we offer

Modern workspaces, collaborative areas, and state-of-the-art meeting rooms
Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations
Hybrid working
Supportive and inclusive culture and environment
Flexible working arrangements

Fulltime

New

Customer Care Administrator

Reporting to the Business Operations Manager Italy & Greece, this role acts as a...

Location

Italy , Rodano

Salary:

Not provided

Baxter

Expiration Date

Until further notice

Requirements

Proven experience in a customer service or front office role
Outstanding communication and interpersonal skills
Strong organizational abilities with keen attention to detail
The ability to successfully implement solutions and resolve issues effectively
Proficiency in using office software and equipment
A positive attitude and the ability to work collaboratively within a team
The ability to determine priorities and manage time effectively
Good knowledge of English

Job Responsibility

Own and govern the complete lifecycle of customer service requests, including RMAs, service and replacement orders, and quotations, ensuring accuracy, compliance, and timely execution within internal systems
Act as a primary operational contact for hospitals and healthcare customers, proactively managing expectations, communicating repair status, delays, revised quotations, and outbound shipments, with a strong focus on continuity of care and patient impact
Ensure service-level performance, including response times and repair turnaround targets, through daily operational oversight
identify risks and critically delayed orders early and escalate appropriately to management
Lead complaint management activities in alignment with Quality and Regulatory requirements, ensuring structured investigation, documentation, resolution, and customer feedback follow-up
Drive service quotation processes in close collaboration with field service engineers and bench technicians, supporting repairs, upgrades, service requests
actively follow up with customers to facilitate timely decision
Manage escalations and returns, taking ownership of customer and product-related complaints and overseeing RMA transactions, excluding out-of-box failures and returns for credit managed by Customer Care
Provide functional leadership and cross-regional support, acting as a reliable backup for service administrators in other markets and ensuring operational continuity during peak periods or absences
Contribute to continuous improvement initiatives, streamlining service processes, strengthening customer communication, and improving operational efficiency in complex healthcare environments

New

Customer Care Administrator

This role acts as a senior service operations partner with full ownership of end...

Location

Italy , Rodano

Salary:

Not provided

Baxter

Expiration Date

Until further notice

Requirements

Proven experience in a customer service or front office role
Outstanding communication and interpersonal skills
Strong organizational abilities with keen attention to detail
The ability to successfully implement solutions and resolve issues effectively
Proficiency in using office software and equipment
A positive attitude and the ability to work collaboratively within a team
The ability to determine priorities and manage time effectively
Good knowledge of English

Job Responsibility

Own and govern the complete lifecycle of customer service requests, including RMAs, service and replacement orders, and quotations, ensuring accuracy, compliance, and timely execution within internal systems
Act as a primary operational contact for hospitals and healthcare customers, proactively managing expectations, communicating repair status, delays, revised quotations, and outbound shipments, with a strong focus on continuity of care and patient impact
Ensure service-level performance, including response times and repair turnaround targets, through daily operational oversight
identify risks and critically delayed orders early and escalate appropriately to management
Lead complaint management activities in alignment with Quality and Regulatory requirements, ensuring structured investigation, documentation, resolution, and customer feedback follow-up
Drive service quotation processes in close collaboration with field service engineers and bench technicians, supporting repairs, upgrades, service requests
actively follow up with customers to facilitate timely decision
Manage escalations and returns, taking ownership of customer and product-related complaints and overseeing RMA transactions, excluding out-of-box failures and returns for credit managed by Customer Care
Provide functional leadership and cross-regional support, acting as a reliable backup for service administrators in other markets and ensuring operational continuity during peak periods or absences
Contribute to continuous improvement initiatives, streamlining service processes, strengthening customer communication, and improving operational efficiency in complex healthcare environments

Fulltime

New

Technical Customer Service Advisor

As a Technical Customer Service Advisor at Bókun you will undertake a variety of...

Location

United Kingdom , Oxford

Salary:

Not provided

Tripadvisor

Expiration Date

Until further notice

Requirements

1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector)
Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction
Hold a basic knowledge of CSS, HTML, and website CMS tools
Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
A team player who is positive, friendly, and has a can-do attitude towards staff and customers
Receptive to constructive feedback and changes within the business
Confident and competent in handling complaints, mediation, and troubleshooting technical issues
Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care
Experience in working to customer satisfaction-based targets and operational metrics such as quality and handle time
Fluency in written and spoken English plus but not essential an EU language between Spanish, Italian or French

Job Responsibility

Handle English inbound/outbound, Teams meetings, calls/emails or chats according to company policy
Troubleshooting incoming issues, identify root causes and finding a path to resolution
Researching and resolving internal (tier 1) and external user-reported issues related to the product
Gather data, test and replicate problems
Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets
Ensure excellent troubleshooting documentation
Act as an internal escalation route for all Tier 1 support issues
Collaborating with technical teams to help with support escalations
Follow best practice incident management processes to meet your monthly goals (Initial response time, Quality scores, Customer Satisfaction metrics)

Fulltime

Customer Service Director

We're looking for an accomplished and visionary leader to take charge of the Cus...

Location

United Kingdom , Cardiff

Salary:

Not provided

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

Proven experience managing customer service or quality operations within construction or a comparable industry
Deep understanding of compliance frameworks and customer satisfaction metrics
Solid track record of leading customer-focused teams
Excellent problem-solving, influencing, and communication skills
Ability to translate data and insight into improved operational performance
Confidence managing cross-departmental relationships and driving organisational change
Driving licence is essential
Experience of working within a regulated environment would be advantageous

Job Responsibility

Develop and execute a customer experience strategy that aligns with both regulatory expectations and company goals
Lead, mentor, and inspire aftercare and service teams to achieve consistently outstanding results
Oversee resolution of issues and complaints, ensuring every issue is handled swiftly, transparently, and to a high standard
Serve as the senior escalation point for complex customer situations or disputes
Analyse trends, feedback, and KPIs to identify areas for improvement and influence business-wide action
Foster strong working relationships with external partners, including warranty providers and regulatory bodies
Take overall responsibility for ensuring that every customer receives the highest level of care throughout their experience
Work closely with Ombudsman and Regulatory bodies
Work closely with operational and technical teams to strengthen quality, enhance communication, and support a culture of continuous improvement

What we offer

Car / Car Allowance is included within the package

Fulltime

Customer Care Representative

Involves online and telephone contact with external/internal customers within fu...

Location

Jamaica , Kingston

Salary:

Not provided

Fedex

Expiration Date

February 25, 2026

Requirements

High School diploma
Proficiency in English (450 TOEIC points or locally equivalent certification)
Knowledge of foreign language (other than English)
Two (2) years experience related to customer service in a service environment/industry
Extensive knowledge of FedEx tracking systems
Excellent Written & Verbal Communication Skills
Ability to interact with upper management
Detail oriented
Proven ability to effectively negotiate sensitive customer issues
Team Working Skills

Job Responsibility

Serve as direct contact for targeted accounts and provide priority assistance for their requests
Respond to customer requests in a timely and efficient manner
Prepare internal and external reports as needed
Analyze ongoing trends/problems that affect customer satisfaction, and provide feedback for improvement opportunities
Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved
Interact with Sales Managers to identify needs of top accounts
Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management
Within established authorities, determines and authorizes solutions to resolve customer issues
Advises sales and operations, of geo-political or operational situations that may impact service
Communicates documentation requirements for customs clearance

Fulltime

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Customer Care Executive - Complaints & Feedback

Octopus Energy

Location:
United Kingdom , London ▼
Brighton

Category:
Customer Service

Contract Type:
Not provided

Salary:

Requirements:

Additional Information:

Job Posted:
February 18, 2026

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