Senior B2B Customer Success for EV Salary Schemes

Octopus Energy; Greater London; Hybrid; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Dog-friendly office

Job summary

Octopus Energy in London is seeking a Customer Success Executive to join our Scheme Delivery team, owning day-to-day non-commercial scheme activities and strategic projects for B2B clients.

You will be the primary contact for salary sacrifice schemes, collaborating with Growth and Octopus EV teams to optimise the customer journey and reduce inbound queries. A proven track record in B2B service delivery is essential.

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.

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 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

Skills

4+ years B2B client facing experience

Data-driven problem solving

Strong communication

Cross-functional collaboration

Project ownership

Customer service excellence

Job description

Octopus Energy in London is seeking a Customer Success Executive to join our Scheme Delivery team, owning day-to-day non-commercial scheme activities and strategic projects for B2B clients.

You will be the primary contact for salary sacrifice schemes, collaborating with Growth and Octopus EV teams to optimise the customer journey and reduce inbound queries. A proven track record in B2B service delivery is essential.