MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- 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.
- Coaching all complaint handlers on complaint handling, providing feedback through reviewing examples.
- Hosting complaints and incident stand-ups for all teams across the business.
- Being directly responsible for up to 3 team’s complaints and incident SLAs and compliance.
- Analyzing incidents high-level themes, in addition to complaints.
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 in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management is beneficial, but not essential.
- Knowledge of Salary Sacrifice products would also be beneficial, but not a requirement.
Benefits
- 💰 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 Group 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! 🎁 Visit our perks hub - Octopus Employee Benefits
- 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership
- P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
BS
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