Strange - Energy Specialist Octopus Energy Employee Review

Hello, thanks for leaving your feedback. We really do appreciate you taking the time to write this. I’m really sorry to hear you’re not enjoying your time working for us and that you’re feeling the atmosphere is not friendly. This is not what we want here at Octopus. Octopus believes in being a place that supports everyone and anyone to the best in whatever they are doing. We really do put a lot of time into working on the wellbeing of our staff. We do this because we know happy teams means happy customers and vice versa. We would love your thoughts on how we can improve this where we are missing the mark. Please do reach out to a member of the wellbeing team on site and we can work on this together. When it comes to our approach to end to end customer service, all managers including OM’s and Head of Ops, in London Ops have been energy specialists before so we really do understand. We do this because we believe our model provides the best customer service and this has been proven time and time again in our results and customer happiness surveys. Our reviews suggest customers would much prefer to speak to a friendly human that can help figure out and resolve their issue than be bounced around from department to department. We do not expect energy specialists to know everything but we do expect energy specialists to care about our customers, have basic knowledge in all areas and know where to go to solve an issue. This could be through many avenues; our internal training resources we release regularly, through your specialists on teams who have had further training in a specific area, your manager, our internal hub knowledge owl or finding a gap where there isn’t the information and highlighting it to management so we can get this info out to our staff asap. I am deeply concerned as there are some serious comments that have been stated in this feedback specifically around not feeling welcome and substances within the office. As you’re aware we do allow drinking at Family Dinner on Fridays as a space to socialise and relax with each other after a busy week. However, some of the things you have mentioned here, I want to be very clear, we simply do not tolerate here at Octopus. I do want to remind you that we do have a formal complaints procedure and you can speak to any manager to highlight any of these concerning behaviours and the appropriate action will be taken. If we don’t know, we can’t help and in regards to these comments we would need more details to be able to know the right next steps. I really would like us to discuss this feedback in more depth as we do take this feedback very seriously, including any gaps or areas for improvement for our management team. Please do reach out to myself or Sam either on slack or by email at Fay.Olner@octoenergy.com / Sam.Winter@octoenergy.com or if you don’t feel comfortable coming to either of us, you can speak to any TL/OM or Head of Operations and they will be able to discuss how we can support. Kind regards, Fay Olner, Head of Operations