Why we do it. Greener. Fairer. Future.
We’re looking for an exceptional Senior Customer Success Executive to join our Scheme Delivery team in London. This team is focused on the operational excellence of our Salary Sacrifice Scheme for employers, making sure our B2B clients have a seamless experience with Octopus EV.
Sitting alongside our Customer Success Executives, this role is designed for a seasoned B2B service delivery professional who wants to operate with high autonomy. Alongside handling the day-to-day non-commercial activities, you’ll wholly own strategic projects and act as an informal mentor to the wider team.
What you'll do...
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
What you'll need...
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)
💚 Why else you'll love it here
Things to note
🤖 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!
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.