Hybrid ECO Customer Applications Manager

at Octopus Energy

• Job title: ECO Customer Applications Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Coventry, United Kingdom

About the role

• ECO Applications Manager at Octopus Energy overseeing ECO customer applications and regulatory compliance. Leading operational performance while managing relationships with internal and external stakeholders.

Responsibilities

• Oversee the implementation and ongoing operations of ECO applications, ensuring compliance with all regulatory and internal requirements.
• Manage day-to-day ECO customer application activity delivery, including customer eligibility checks, customer communications, and multiple partner handoffs
• Act as a 'change agent' by introducing new ways of working improving customer experience, complaint handling & operational efficiency
• Monitor performance against targets and report progress to senior leadership and regulators.
• Lead on data management, quality assurance, and audit readiness to maintain adherence to Ofgem ECO application requirements.
• Develop processes to drive operational efficiency, minimize risk, and ensure scheme sustainability within budget.
• Build and maintain strong relationships with internal teams within Octopus Eco, installers, contractors, and third-party partners particularly Local Authorities & Charities.
• Lead, coach, and develop an operations team to achieve high levels of performance and engagement through an agile approach embracing KPI's and coaching.
• Provide regular insights and analysis to inform decision-making and improve operations.
• Ensure customer outcomes remain central to ECO delivery, upholding high service and fairness standards.

Requirements

• Degree in business, energy management, or related field (or equivalent experience).• Project management or compliance certification (desirable)• Previous experience working with government-backed energy efficiency or compliance schemes• A natural leader, able to get on with everyone, and bring a positive attitude to work every day• Strong knowledge of the Energy Company Obligation scheme and Ofgem regulations and industry standards such as GDPR• Proven operational management experience in the energy, utilities, or compliance sectors.• Experience managing high performance operational teams to demanding KPI’s both in terms of quality & quantity• Excellent analytical and reporting skills, with ability to interpret and act on detailed regulatory requirements.• Strong leadership and people management skills, with a track record of motivating and developing high performance teams.• High attention to detail and strong focus on compliance, governance, and risk management.• Ability to work collaboratively with internal stakeholders, regulators, and external partners.• Good commercial awareness with the ability to balance compliance and business priorities.• Somebody who is very comfortable with rapid change and a dynamic and agile business environment

Benefits

• Equal opportunities and an inclusive work environment