Overview
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!
What you'll do
- 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
What you'll need
- 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)
Why else you'll love it here
- 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. We don’t advertise because we have flexibility and want to find the right octofit.
- Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Autonomy, co-owners, and projects that break new ground. Perks hub available.
Things to note
- Dog friendly office policy; please be aware of allergies in the office
- We use AI to help assess applications and may use AI as a tool to prepare. Final interview decisions are made by humans. If you want more information about data processing, please contact us.
About us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a new way for drivers to join the electric charge and experience a 'lease for life' through a customer experience. Join one of the UK’s most exciting start-ups to go electric with a single deal for car, charger and energy.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change and provide fair pricing and a fantastic experience.
We’re part of the Octopus Energy Group, which includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
If this sounds like you then we'd love to hear from you.
We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.
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