B2B Service Delivery Lead - Schemes & Success

Octopus Energy; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Dog friendly office

Job summary

Octopus Electric Vehicles is seeking a leadership-focused professional to head our Scheme Delivery team in London. You will guide a team of Customer Success Executives, focusing on operational excellence for our Salary Sacrifice schemes and delivering a superior employer experience.

You will identify root causes, drive improvements across departments, and manage stakeholder communication while maintaining a strong customer-centric culture and ambitious KPIs.

Qualifications

• 4+ years in B2B client-facing roles.
• Experience leading or mentoring a team.
• Strong understanding of Salary Sacrifice schemes and HR/Payroll impact.

Responsibilities

• Lead a team of Customer Success Executives in Scheme Delivery, coaching and conducting 121s.
• Act as escalation point for scheme issues ensuring fast, fair resolutions.
• Identify friction points and collaborate with cross-functional teams to improve processes.
• Be the primary contact in the manager's absence to ensure delivery aligns with commercial goals.
• Support the team in hitting KPIs like CSAT, response times, and self-service improvements.
• Drive internal projects to improve the B2B2C experience and maintain low-effort customer journeys.

Skills

Team leadership

B2B client-facing

Service delivery

Data storytelling

Sustainability passion

Job description

Octopus Electric Vehicles is seeking a leadership-focused professional to head our Scheme Delivery team in London. You will guide a team of Customer Success Executives, focusing on operational excellence for our Salary Sacrifice schemes and delivering a superior employer experience.

You will identify root causes, drive improvements across departments, and manage stakeholder communication while maintaining a strong customer-centric culture and ambitious KPIs.