B2B Customer Success Lead — EV Salary Sacrifice

Octopus Electric Vehicles Limited; Greater London; Híbrido; GBP 42.000 - 56.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

Descripción de la vacante

Octopus Electric Vehicles in London is seeking an experienced Customer Success Executive to join the Scheme Delivery team. You will own day-to-day non-commercial scheme activities, drive strategic projects, and act as a subject matter expert on EV salary sacrifice for our B2B clients.

With 4+ years in B2B client-facing roles, you’ll analyze feedback and data to improve processes, collaborating across Growth and other departments to deliver high-quality outcomes and exceptional service.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

B2B client facing

Data-driven

Project management

Cross-functional collaboration

Customer-centric

Communications

Completer-finisher

Relationship building

Descripción del empleo

Octopus Electric Vehicles in London is seeking an experienced Customer Success Executive to join the Scheme Delivery team. You will own day-to-day non-commercial scheme activities, drive strategic projects, and act as a subject matter expert on EV salary sacrifice for our B2B clients.

With 4+ years in B2B client-facing roles, you’ll analyze feedback and data to improve processes, collaborating across Growth and other departments to deliver high-quality outcomes and exceptional service.