octoenergy - Customer Success Executive
Requirements
• 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
Responsibilities
• 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 salary sacrifice to our Growth teams and wider Octopus EV 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 and reducing repetitive inbound • Own activities that ensure a smooth scheme operation, such as managing complaints & escalations, and resolving reporting & invoicing queries • Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success related goals
Benefits
• 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! • 🎉 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 • 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!
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