octoenergy - Octopus Energy Group - Customer Success Executive
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Requirements
• 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)
Responsibilities
• 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
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 • ## Things to note • 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!
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