Customer Experience jobs in United Kingdom

Help us make a big green dent in the universe. We're driving the global renewable energy revolution and need brilliant people to help us scale. Our engineers are out there installing the tech that powers a greener future and our Utilisation Team makes sure they can do it efficiently, safely and with outstanding customer experience.

This role is part of Octopus Energy Services, supporting the field force that installs smart meters, EV charge points, air-source heat pumps and solar technology across the UK. The Utilisation Team ensures our workforce is deployed effectively, schedules are optimised, and engineers have everything they need to deliver world‑class service on the doorstep.

We monitor live performance, respond to real‑time changes, and work closely with our field teams to maximise efficiency, reduce downtime and deliver brilliant outcomes for customers. Through data, communication and slick operational thinking, we keep the engine room of the operation running smoothly every day.

This is a fast‑paced, multi‑functional role focused on workforce utilisation and field support. You’ll be responsible for ensuring engineer schedules are accurate, efficient and always aligned with customer needs. You’ll work in real time, adapting quickly when things change and solving operational problems before they escape. You’ll collaborate closely with engineers, Area Managers and internal teams, all with the goal of keeping the field running smoothly and delivering an exceptional experience end‑to‑end.

This role is based in Brighton and shifts are 8 hours between 8am–8pm on a rota basis, with weekend work every 4 weeks (with a weekday in lieu).

• Optimise engineer schedules to maximise utilisation, minimise travel, and improve appointment availability.
• Manage daily workloads, reallocating jobs quickly and accurately when plans change.
• Use real‑time data to monitor progress, identify risks and resolve issues before they affect customers.
• Work closely with field teams to understand on‑the‑ground challenges and adjust plans accordingly.
• Handle appointment changes, cancellations and customer‑driven adjustments with accuracy and care.
• Provide responsive support to the field throughout the day, including live queries and problem solving.
• Communicate clearly with customers, engineers and internal teams to ensure transparency and smooth delivery.
• Take ownership of tasks end‑to‑end, ensuring every action supports efficiency, utilisation and customer experience.
• Contribute ideas to improve our scheduling, productivity and operational processes.

• A passion for delivering great customer and field team experience through clear communication.
• Strong organisational skills, with the ability to prioritise in a fast‑moving environment.
• A problem‑solving mindset, able to stay calm and make good decisions when plans change.
• Confidence working with data and multiple systems (we’ll teach you our in‑house tools).
• Flexibility, adaptability and the willingness to get stuck in.
• A collaborative approach; you enjoy being part of a team working toward shared goals.

Octopus Energy is a unique place to work - fast‑moving, supportive, and driven by doing the right thing. You’ll have autonomy, space to grow and the chance to make a real impact on the future of green energy. We invest heavily in training and development, and you’ll be surrounded by brilliant people who care about what they do!