Octoenergy27d ago

Customer Success Executive

London (gb)Full-timemid

Customer SupportOtherCustomer Success Executive

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Quick Summary

Overview

What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future. We’re looking for an amazing Customer Success Executive to join our new Scheme Delivery team in London.

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Customer SupportOtherCustomer Success Executive

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for an amazing Customer Success Executive to join our new Scheme Delivery team in London. This is a brand new team in Customer Success, which is focused on supporting our B2B clients and making sure their schemes run smoothly.

In this role, you’ll handle the day-to-day, non-commercial activities for employer schemes - keeping things organised, solving issues quickly, and ensuring clients have a hassle-free experience with Octopus EV!

Be the first point of contact for non-commercial activities for schemes via email and phone

Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments

Work with Sales & Ops to drive exceptional in-life experiences including preventing and driving fast resolution for complaints

Recommend approaches to improve customer experience based on customer feedback and data

Assist on, and co-own internal & external projects with manager support

Own activities driving scheme satisfaction and enabling growth e.g. HR signatures, smooth end of leases, reporting and invoicing queries, escalations, scheme documentation

Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals

2-4 years of relevant B2B client facing experience

Proven track record of supporting B2B clients to resolve queries and deliver excellent service

Experience partnering with internal teams to deliver ongoing improvements and simple processes

Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution)

Excellent listening and communication skills, with the ability to build rapport in challenging customer situations

A ruthless focus on the customer with a genuine passion for going above and beyond and finding mutually beneficial outcomes

A completer-finisher mentality, super organised and efficient

A good understanding of the B2B2C dynamic relating to our schemes and their employees

A start-up / entrepreneurial mindset being able to adjust to change and keep up with a fast-moving business

A strong passion for sustainability is a must. Knowledge of employee benefits, EVs or leasing would be great but not crucial

A valid UK driving licence (not essential)

💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!

🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually 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 named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership

P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies

🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!