Senior Customer Success Executive

Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone, ensuring fast high-quality outcomes for our clients.

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

Analyse customer feedback and operational data to identify friction points and personally drive solutions that improve internal processes

Lead and deliver on projects aimed at enhancing the customer experience, improving self-service reducing repetitive inbound

Own activities that ensure a smooth scheme operation, such as managing complaints & escalations and resolving reporting & invoicing queries

Act as a trusted mentor through coaching peers on complex scheme challenges, sharing best practices and supporting new-hire onboarding.

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

4+ years of relevant B2B client facing experience

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

Comfortable using data and customer feedback to identify root causes and justify operational change

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

A track record of taking internal or operational projects from concept to completion

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

To be comfortable collaborating with cross functional teams to deliver ongoing improvements

A completer-finisher mentality, super organised, efficient and ruthlessly focussed on customer centric outcomes

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 genuine passion for sharing best practices coaching peers and helping colleagues succeed alongside you

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)

🤖 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!