Operations Specialist

Octopus Energy

. Audit customer interactions, including calls, emails, and chat, against QA standards .

Posted 11/6/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Quality Assurance with a strong focus on compliance, particularly regarding FCA regulatory requirements. Capable of providing actionable feedback and conducting audits to enhance customer service and process improvements.

Highest-signal resume keywords

Quality Assurance ExperienceFCA Regulatory RequirementsAttention To DetailData Protection PracticesCustomer Interaction Auditing

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Constructive CritiqueTime ManagementSelf-MotivationTeam CollaborationUnbiased Decision-Making

Industry Keywords

Customer Service StandardsCompliance ChecksVulnerable CustomersTrends TrackingProcess Improvement

About the role

Key responsibilities & impact

Audit customer interactions, including calls, emails, and chat, against QA standards
Reinforce best practices and expected service-level standards
Provide actionable feedback to management teams to improve customer service
Track trends and improvements over time to support data-driven coaching and process changes
Highlight knowledge gaps and process-improvement needs
Enable teams to set reasonable expectations for drivers
Conduct compliance checks focused on identity checks, data protection practices, and FCA requirements

Requirements

What you’ll need

Proven experience in Quality Assurance is essential
Strong attention to detail
Ability to receive feedback and provide honest, constructive critiques
Excellent time and focus management skills
Self-motivation and ability to work independently and in a team
Ability to demonstrate unbiased decision-making
Understanding of FCA regulatory requirements, including treating vulnerable customers fairly and complaints compliance
Experience with customers in arrears

Benefits

Comp & perks

Flexible interview accommodations and customised interview process where needed
Salary flexibility discussed with recruiters
Perks and benefits available through the Octopus Employee Benefits perks hub
Autonomous working culture
Opportunities to learn, decide, and build quickly
Dog-friendly offices
Equal opportunities and inclusive work environment