What we do. Electric car leasing.
Why we do it Greener. Fairer. A future.
We’re seeking an experienced, empathetic, inspiring Head of Customer Operations to lead our Customer Operations (COps) team of 100+ people, scaling rapidly. You’ll be central to our continued growth, helping your team do the best work of their careers while maintaining our 4.8* Trustpilot rating, delivering a best-in-class customer experience, and relentlessly improving our existing processes.
We promote autonomy and ownership—because that’s how we build our teams.
Customers are at the heart of every decision, and we encourage teams to be autonomous, curious, and impactful. Each COps team has 8–10 people, and together they can resolve 95% of customer queries.
Everyone is a generalist, and some people are also specialists. This model enables a single team to manage the full customer lifecycle—from the point of sale to returning the car at the end of the contract. This means our roles go well beyond typical customer service, giving our drivers real support through genuine skills and autonomy.
In addition to our frontline team, you’ll also oversee our Customer Care function (which coaches COps through complaints and works closely with our Account Management team), drive team engagement, and lead process improvement. You’ll be supported by Operations Managers who report to you, and by Team Leads (currently 5 managers with 15 TLs). You’ll report directly to our Chief Operating Officer and work closely with senior stakeholders across the business, as well as external suppliers, partners, clients, and customers—ensuring communication across all areas is seamless.
We want to make Ops the most fulfilling team to work in by continuing to build an inspiring, happy, fun environment and offering a career our people are proud of.
Responsibilities
- Coach your Ops managers to deliver exceptional results: They are responsible for delivering on strategic priorities, maintaining high-quality standards, reducing complaint rates and resolving complaints within SLAs, ensuring cars are delivered compliantly, and having the right staffing levels to manage workloads. As much as possible, we promote internally—so many leaders are relatively early in their management careers.
- Lead COps from the front: Build and lead a high-performing Customer Operations team by mentoring, guiding, and supporting them to create a culture of excellence and customer focus. You’ll help your direct reports—our Customer Ops Managers—do the best work of their careers through regular 1:1s, providing and receiving feedback, coaching, and setting goals.
- Set, develop, and execute COps strategy: Collaborate with peers and work with our Projects team to create quarterly and annual COps goals aligned with the company’s values and growth objectives.
- Be the voice of Operations internally and externally: Engage stakeholders in different settings to explain what Operations is, where it’s headed, and how it supports the business. Manage interactions and outputs from suppliers and partners, and regularly engage with all types of clients.
- Own customer experience improvement: Partner with the Projects team to continuously enhance and optimize the end-to-end customer journey. Implement process and knowledge-base improvements quickly and effectively across our 100+ (and growing) team. We’re responsible for everything after the sale—car ordering, delivery management, on-road compliance, and post-delivery support.
- Oversee process improvement: Identify operational improvement opportunities and work with your teams to implement efficient, scalable processes that improve customer satisfaction, employee job satisfaction, operational efficiency, and profitability.
- Work closely with cross-functional teams: Including Dealer Operations, Vehicle Operations, Sales, Marketing, and Product—to ensure smooth coordination and alignment in delivering outstanding customer experiences.
- Use data to generate insights: Work with our data and Projects teams to analyse customer data and feedback, identify trends, generate insights, and drive actionable recommendations to improve operational performance and customer satisfaction—both within Ops and across the wider business.
You should apply if
- You have 2+ years of proven experience in a senior customer operations leadership role, managing teams of at least 50 people (ideally in a fast-growing, customer-focused organisation).
- You’ve led multi-level management structures, but you’re still comfortable getting hands-on.
- The teams you’ve led perform operational work, as well as providing support.
- You’re motivated by our mission—interest or passion for electric vehicles is a plus.
- You’re comfortable in an industry and company that constantly changes.
- You have exceptional communication and relationship skills, with the ability to engage and influence stakeholders at all levels, internally and externally.
- You’re a coach at heart and can demonstrate how you lead and inspire teams—building a culture of excellence, collaboration, and customer focus.
- You have a data-driven mindset, using customer insights and analytics to drive operational improvements.
- You can envision future solutions that can work in practice, and you’re willing to roll up your sleeves and support day-to-day operations.
- You understand customer journey mapping, customer experience management, and process optimisation.
- You’re highly hands-on and solve problems as soon as you notice them.
- You’re an exceptional finisher—“it’s not done until it’s done.”
💚 Why else you’ll love it here
- 💰 Unsure about the salary? Just ask us. During a call with one of our recruiters, we’ll always cover it—we truly want to match your experience with the right salary. We don’t advertise it because we have flexibility, and we’d never want salary to stop someone from applying to Octopus. What matters most is finding the right fit.
- 🎉 Octopus Energy Group has a unique culture: people learn, decide, and build faster. You’ll work with autonomy alongside a wide range of amazing co-owners on projects that push boundaries. We want your hard work to be rewarded with perks you genuinely 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 ranked 6th out of top 100 start-ups to work for by Tempo in 2025, and on Glassdoor we were voted one of the 50 best places to work in 2022. Our Group CEO Greg recorded a podcast about our culture and how we empower our people. We’ve also been placed among the top 10 companies for senior leadership.
About us
The electric revolution is here—and from 2035, you won’t be able to buy a new petrol or diesel car in the UK.
We’re creating a new way for drivers to switch to electric. Not only can they learn about and buy their EV online, they can also experience a “lease for life” through a customer experience that’s changing the industry. This is your chance to join one of the UK’s most exciting start-ups—helping both individuals and businesses go electric by bundling the car, charger, and energy into one great deal.
Octopus Electric Vehicles launched in 2018 to make switching to cleaner, greener driving seamless. Our mission is to drive sustainable change, decarbonise the planet, and offer customers fair pricing and a fantastic experience.
We’re part of Octopus Energy—an innovative energy supplier. We belong to the Octopus Energy Group, which aims to improve the lives of millions of people by transforming the industries it operates in. The Octopus Group includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures, and Octopus Labs.
Please note that we use AI to assess applications fairly and objectively.
If this sounds like you, we’d love to hear from you.
Are you ready for a career with us? We want to make sure you have everything you need to unleash your potential. Do you need any specific accommodations? If you require any adjustments or have a unique preference, let us know—we’ll do our best to tailor the interview process for comfort and maximum ease.
Research has shown that some groups of people, such as women, are less likely to apply unless they meet 100% of the requirements. Whoever you are, if you’re interested in one of our roles, we encourage you to apply—you might be exactly the candidate we’re looking for. At Octopus, we’re looking for genuinely decent people who are honest and empathetic. Our people are our greatest asset, and the unique skills and perspectives they bring drive our success. As an equal opportunity employer, we don’t discriminate on the basis of any protected characteristic. We’re committed to equal opportunities, an inclusive workplace, and fairness for everyone.
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