Welcome to the Team

Date: 20 June 2026

Dear New,

We are pleased to offer you the position of Remote Customer Service Advisor at Octopus Energy Ltd. This letter sets out the principal terms of your employment, which will commence following the successful completion of your training programme.

1. Position & Duties

You will be employed as a Remote Customer Service Advisor, reporting to the Customer Service Team Manager. Your primary responsibilities include handling customer enquiries, resolving complaints, and providing product information via phone, email, and live chat.

2. Remuneration

Your annual salary will be £36,000, payable monthly in arrears by bank transfer on or around the 25th of each month, subject to applicable tax and National Insurance deductions.

3. Training

You will be required to complete a 2-day training programme via Zoom prior to your start date. Details of the training schedule will be provided separately. Attendance is mandatory and will be compensated at your standard rate of pay.

4. Home Office Grant

As a remote employee, you are eligible for a Home Office Grant to assist with the setup of your home workspace. Your eligibility has been approved. Further details regarding the grant amount and procurement process will be communicated during onboarding.

5. Working Hours

Your normal working hours will be 37.5 hours per week, Monday to Friday, with shift patterns to be confirmed by your line manager. You may be required to work occasional evenings or weekends based on business needs.

6. Holiday Entitlement

You are entitled to 25 days of paid annual leave per annum, in addition to public holidays. The holiday year runs from 1 January to 31 December.

7. Probationary Period

Your employment will be subject to a 3-month probationary period, during which your performance and suitability for the role will be assessed. During this period, either party may terminate the employment with 1 week's written notice.

8. Confidentiality

You agree to maintain the confidentiality of all proprietary information, trade secrets, and customer data belonging to Octopus Energy Ltd, both during and after your employment.

9. Acceptance

Please confirm your acceptance of this offer by signing below. This offer is valid for 7 days from the date of issue.