B2B Customer Success Lead – EV Salary Schemes

Octopus Energy Group; Greater London; On-site; GBP 38,000 - 60,000; Full time

Benefits offered by this job

Octopus Employee Benefits

Dog-friendly office

Job summary

Octopus Energy Group is seeking a Customer Success Executive for its Scheme Delivery team in London. You will own day-to-day non-commercial scheme activities, act as a subject matter expert on EV salary sacrifice, and drive internal process improvements using customer feedback and data.

You will lead projects to enhance the customer experience, reduce inbound queries, and manage complaints and escalations while collaborating with cross-functional teams to deliver ongoing improvements.

Qualifications

• 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 (response times, satisfaction scores, accuracy, issue resolution).
• Track record of taking internal or operational projects from concept to completion.
• Excellent listening and communication skills, with ability to build rapport in challenging customer situations.
• Comfortable collaborating with cross functional teams to deliver improvements.
• Completer-finisher mentality, super organised and customer-centric.
• Good understanding of the B2B2C dynamic relating to our schemes and their employees.

Responsibilities

• 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 Growth teams and wider Octopus EV departments.
• Analyse customer feedback and operational data to identify friction points and 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 CS goals.

Skills

B2B client facing

Client relationship management

Data-driven decisions

Service metrics

Project management

Communication

Cross-functional collaboration

Completer-finisher

B2B2C understanding

Job description

Octopus Energy Group is seeking a Customer Success Executive for its Scheme Delivery team in London. You will own day-to-day non-commercial scheme activities, act as a subject matter expert on EV salary sacrifice, and drive internal process improvements using customer feedback and data.

You will lead projects to enhance the customer experience, reduce inbound queries, and manage complaints and escalations while collaborating with cross-functional teams to deliver ongoing improvements.