Customer Success Executive

Overview

London (GB) • Octopus Electric Vehicles – Growth – variable • Full-time • Hybrid

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

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)

Things to Note

• P.s. we are a dog-friendly company so you may see our 4-legged friends in the offices – you may bring yours. Rest assured though, we’ve taken precautions for those with allergies
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