We’re going all over the world in 88 Octopuses.
Nicely, perhaps not precisely 88 – however our tentacles are spreading throughout the globe to drive the inexperienced vitality transition, sooner, cheaper, and higher for individuals in all kinds of locations from Texas to Tokyo, from Paris to Wellington, New Zealand.
First up, I am going Down Below to Aotearoa New Zealand. Learn on as I chat with Octopus Power NZ’s Liam, Jamie and Rohan to seek out out what it’s like being Octopus Power’s in a single day Secret Weapon…
Uncertain Sound: Probably the most stunning locations on the earth, and the placement of one of many important hydro-electric stations in NZ
However first, a bit about vitality down below.
New Zealand has nearly 2 million households and a whopping 85% of their electrical energy already comes from renewables – largely hydroelectric, produced from mills on the beautiful rivers and lakes unfold throughout the nation.
Practically each dwelling has good meters put in – simply a part of why this small market is a shining instance of the advantages of a wise, inexperienced vitality system.
Octopus Power powers round 5,000 clients throughout New Zealand, taken care of by a beautiful staff within the capital Wellington, who’re additionally creating awesomely progressive good tariffs and merchandise to offer Kiwi’s entry to inexpensive, inexperienced energy.
First up, I chat to Liam, Operations Supervisor in our New Zealand workplace.
In the meanwhile, we’ve a small however quick rising buyer base in NZ of round 5,000 individuals, so I be sure that they’re receiving the service they deserve.
I met Liam 5 years in the past, after we had been a pair of newbies becoming a member of Octopus in Leicester. We had been each amongst the primary 150 individuals on the firm and amongst the primary 50 individuals to assist clients from the Leicester workplace. We had been a detailed staff and at after-work drinks we’d typically sit and chat about all our hopes and goals for our new roles at Octopus. All of us knew again then that the at all times type and hard-working Liam was going to go far. Now, he will get to recreate the magic of the early days by serving to a brand new Octopus develop in New Zealand.
We’ve 5 actually nice mini-teams which is precisely like how we began the Leicester workplace within the UK, so it feels very nostalgic
Liam joined Octopus in December 2017 as one of many first vitality specialists within the Leicester workplace. Just a few months later, he was made Workforce Chief and continued in that function for about 3 years within the UK. At some point, he talked about to his supervisor offhandedly how a lot he’d like to maneuver to New Zealand sooner or later. A month later, all of us discovered Octopus was heading to NZ – and Liam’s supervisor casually informed the entire staff he can be shifting over to change into their Head of Operations (to his, and everybody else’s nice shock!
I actually didn’t see it coming however it was extremely thrilling and really Octopus-style to be so informal about all of it
Octopus’ Secret Weapon
Except for taking care of clients in New Zealand, the staff right here have one other significantly distinctive function within the enterprise: supporting UK clients in a single day to make sure 24/7 buyer help whereas the UK staff sleeps. I requested Liam a bit extra about it:
We’re like a Secret Weapon: we bounce on in the course of the evening to resolve UK clients’ points
A 13 hour time distinction implies that simply because the UK’s help groups are ending work for the day, Workforce NZ is waking up. Successfully, this ensures clients are at all times getting 24/7 help – particularly necessary relating to emergencies.
On the tremendous busy days, additionally they present a magical bit of additional assist to the UK groups. Like this previous December, when NZ dropped all the pieces to give attention to processing tens of 1000’s of credit score refund requests further speedily to verify clients received their money again in time for Christmas.
We contemplate ourselves a bit bit just like the magical fairies that present up in the course of the evening
Power specialist Jamie remembers one significantly particular alternate he had with a buyer who’d joined us from an vitality firm that had gone below. They had been desperately in want of a refund from this earlier provider, however we hadn’t acquired any buyer stability info from their earlier firm: ‘It was coming as much as Christmas while we had been ready for the knowledge, and I simply knew we needed to discover a method to make this work for the shopper. The finance staff couldn’t approve the refund with no info, so I made a decision to cancel his month-to-month Direct Debit so he wouldn’t should pay for electrical energy for just a few months, as his refund would cowl his utilization. They had been thrilled and I really feel fortunate we’re empowered sufficient at Octopus to assume outdoors the field to seek out options that work for everybody.’
Ops Workforce Chief Rohan holds an Octopus file for responding to 2000 emails in every week (that’s about 400 a day) throughout a very busy interval. ‘My supervisor was so impressed he purchased me a cricket story voucher as he is aware of I’m a giant fan’, he tells me.
You may assume the time distinction would trigger a little bit of a divide between the staff and clients, however the NZ staff are so beautiful and devoted, that’s not the case. Not too long ago, Rohan even known as a buyer within the UK at 1 am NZ time to resolve a wise meter concern. ‘The shopper was actually pleased that I known as, and that his voice mattered and he nonetheless will get in contact with me immediately every time he has a difficulty.
We weren’t speaking like a customer support rep and a buyer, however like 2 pals. That’s the Octopus approach
Rohan
I requested the staff to inform me a bit extra about life in Wellington, NZ.
Jamie, vitality specialist and good metering skilled within the NZ staff since 2021, was born and raised in Wellington – and he wouldn’t have it another approach. Town has a inhabitants of about 200,000 individuals however feels lots smaller. You possibly can stroll throughout your complete metropolis in just a few hours, and it has a quaint really feel, like these little villages in Netflix rom coms the place the characters are at all times bumping into individuals they know at their native cafe. There’s a actual sense of closeness and neighborhood that’s mirrored within the Octopus workplace.
Rohan’s one of many Wellington staff leaders. A person of frequent journey, he’s spent years dwelling in India and Nigeria. He tells me the largest distinction in Wellington is the quiet. ‘I’m used to cities with hundreds of thousands of individuals, so coming to New Zealand in the course of the lockdown was a wierd and eerily quiet expertise.’ After just a few hilarious tales of the pleasant chaos and loudness he’s used to again dwelling, he admits ‘I’ve gotten used to it now and New Zealand has been so type to me. Wellington is such a quaint, beautiful place and the individuals are so beautiful over right here.’
And as for Liam — he’s becoming proper in.
I beloved NZ from the second my airplane landed and dealing within the Wellington workplace is such a vibe…
What’s it like working at Octopus’ Wellington HQ?
Proper within the coronary heart of the town, the workplace overlooks the waterfront and the beautiful mountains which provide a ravishing view all 12 months spherical. Once in a while, you could possibly even end up glancing out the window throughout a gathering to see a pod of dolphins swimming via the harbour. ‘In the summertime, many people will head to the seashore or go for a swim throughout lunch which is fairly particular. We’ve a beautiful open plan workplace which appears like a very nice, collaborative house. We additionally occur to have the very best espresso machine round!’ Liam
And no waterfront views or espresso might beat the staff themselves. Jamie tells me all in regards to the tremendous pleasant, social environment. Lots of the group have change into shut pals, typically spending their lunch breaks taking walks on the seashore collectively. Along with his pleasant method, fast wit and straightforward chortle it’s no marvel he has change into quick pals with the individuals on his staff.
Simply be who you’re and also you’ll really feel proper at dwelling right here
I adore it, it’s the very best place I’ve ever labored. It has the very best angle in direction of teamwork, as a result of there may be limitless help from everybody. It was difficult coming to work as one of many oldest individuals within the workplace, however our workplace actually encourages and embraces people who find themselves themselves.
Rohan joined as an vitality specialist one and a half years in the past, because the 14th individual within the workplace. A mechanical engineer, he moved to New Zealand to do his Masters in Renewable Power as it is a hub for rising renewable applied sciences. ‘I utilized to Octopus as its imaginative and prescient to convey our world to Internet Zero aligned with my very own.’
After a month or two of working as an vitality specialist, he was drawn to a path in management and regardless of some challenges, he stored making an attempt till it labored out: ‘I like our workplace, I’m actually grateful for the secure house we’ve created’.
We’ve an incredible tradition that’s tremendous supportive and type. I’ve made so many real mates and bonds right here. Once I first got here to Octopus I used to be a shy and quiet individual, however I used to be at all times inspired to be the very best model of myself and discover and adapt expertise I by no means knew I had.
Rohan
I requested the staff how they’re working to recreate the magic of Octopus however in a approach that’s nonetheless distinctly NZ.
We by no means got down to be a carbon copy of the UK, and we wish to do issues the New Zealand approach
Liam tells me he spent plenty of time fascinated by the Octopus values he learnt on day one. Values like empowering your complete staff, and treating everybody like adults. ‘I actually wished to take care of that degree of freedom and belief we’ve in our groups. I informed everybody very early on that they didn’t have to ask for permission on a regular basis, and that I trusted them to place the shoppers’ pursuits first.
Working versatile hours from Kenya I can personally attest to how versatile Octopus is relating to working hours, holidays and the very best methods to help clients. If there may be one factor that each one Octopus workplaces have in frequent, it’s the golden guideline; Simply do the appropriate factor.
‘It took a short while to instil that motto within the staff because it was so completely different to what most individuals had been used to from earlier jobs, however I’m actually happy with how everybody has utilized themselves.’.
All the things is a studying alternative, and if somebody makes a mistake – that’s okay. We’ll simply work collectively to repair it.
Liam
Liam has additionally adopted the Octopus staple of ‘pickles’ the place a crack staff of individuals are introduced collectively to resolve a present downside space whether or not it’s to enhance workers wellness or buyer happiness.
It is a very collaborative staff so we’re at all times working collectively and sharing concepts
The staff observe some necessary cultural celebrations not everybody could have heard of throughout the pond – like Matariki, which marks the beginning of the Māori New 12 months.
As a NZ enterprise, it is so necessary New Zealand’s indigenous Māori tradition is mirrored within the firm. And as a British import in NZ, there’s nonetheless a lot we’ve to study in regards to the storied and complex Māori historical past, battling in opposition to imperialism and continued oppression.
We’ve a lot to study from Māori tradition, significantly relating to defending Earth.
A central precept is kaitiakitanga, or environmental guardianship and safety. Māori view Taiao (Earth) holistically. Their wellbeing and identities are interconnected to Taiao. As members of hapū (kinship teams), they’ve obligations and deep data of their rohe pōtae (homelands).
Employees wellness is a big precedence at Octopus, and Liam was decided to maintain the main focus, significantly, as he was establishing the workplace within the midst of a pandemic and vitality disaster.
If the staff isn’t feeling supported or constructive, coping with troublesome conversations all day can have an effect on their psychological well being. So, we’ve initiated our personal Wellness Wednesdays the place we test in on one another (which is my favorite exercise within the week) in addition to bike-to-work programmes and diet talks. Additionally they have partnerships with organisations like Cash Issues to help the staff with monetary recommendation
We’re at all times doing issues within the workplace to inspire one another. If my cup is empty, I can’t pour into another person’s glass
Jamie
Liam, Rohan and Jamie inform me the workplace is stuffed with help they usually have created a form and inspiring environment. Many individuals within the workplace typically hang around for group lunches or dinner and drinks after work.
Typically on a Monday morning, individuals can be speaking about nights out and journeys they took with different colleagues, and I’m so pleased that’s the form of surroundings we’ve fostered
Liam
What’s subsequent for Octopus New Zealand?
Liam tells me they’ll proceed supporting UK clients, serving to with in a single day emergencies, and creating as a NZ vitality provider too.
New Zealand has almost 100% good meter uptake, and sometimes upwards of 80% renewables powering the nation (largely hydro energy) – the soil’s ripe for tremendous progressive inexperienced tariffs. They’re creating their very own variations of Octopus good tariffs like Clever Octopus, they usually’ve just lately put in the nation’s first ever automobile to grid dwelling EV charger, in order that within the not too distant future, kiwi drivers might use their automotive to energy their home.
After our chat, it turns into clear to me that the Wellington workplace is simply our first foray into this a part of the world, and step one to a brand new frontier.
Fast Fireplace Spherical with the Workforce
Liam
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Favorite meals?
That is controversial being British, however New Zealand fish and chips
Favorite native artists?
An unimaginable native artist named … hand painted our workplace partitions and it seems unimaginable.
The most important shock of dwelling in New Zealand?
How insanely windy it’s
One factor that solely occurs in New Zealand?
Matariki, the superior Maori New 12 months celebration that occurs in July.
Which Octopus workplace would you wish to teleport to?
Japan to do some snowboarding.
What’s your should go to spot in Wellington?
The Zealandia animal reserve.
Jamie
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Greatest Octopus Reminiscence?
When everybody did a humorous, inventive work venture explaining difficult ideas, we created our personal video skit primarily based on the birds and the bees about metering.
Greatest Kiwi slang?
Chur Bro – it means thanks, however it’s tremendous versatile.
Favourite New Zealand dish?
Nothing beats a hāngī. That is a conventional Maori dish the place you cook dinner the meat in particular pit dug within the floor.
Favorite native artist?
I like the band Six 60; their road concert events are the very best.
For those who might teleport your self to another octopus workplace proper now, the place would you go?
Positively Japan
Rohan
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Favorite Octopus Reminiscence?
Strolling in on my first day and realising how non-corporate Octopus was. Everybody was dressed casually and the workplace was tremendous vibrant. The interviewer requested me if I wished a glass of water, and while it was such a small factor, that hospitality means lots in my tradition.
Favorite kiwi slang?
Candy as
Favorite New Zealand dish?
Pavlova
Favorite native artist?
The band 660
Coolest factor about New Zealand?
As an enormous cricket fan I’ve to say the large cricket stadiums.