Senior B2B Customer Success Lead – EV Schemes

Octopus Energy Group; Greater London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Dog-friendly office

Perks hub – Octopus Employee Benefits

Job summary

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

You’ll lead strategic projects with high autonomy and ensure a smooth scheme operation, including handling complaints, escalations, and reporting inquiries.

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.
• Experience with service metrics such as response times and satisfaction scores.
• Track record of taking internal projects from concept to completion.
• Excellent listening and communication skills; able to build rapport in challenging situations.
• Comfortable collaborating with cross-functional teams on improvements.
• Completer-finisher mentality; highly organised and customer-centric.
• Understanding of B2B2C dynamics related to our schemes.

Responsibilities

• Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone.
• Champion scheme interests and act as subject matter expert on EV salary sacrifice.
• Analyse feedback and data to identify friction points and drive process improvements.
• Lead and deliver projects to enhance customer experience and self-service.
• Own activities ensuring smooth scheme operation, including handling complaints and escalations.
• Monitor KPIs such as scheme satisfaction and response/resolution times.

Skills

B2B client facing

Customer service excellence

Data-driven

Metrics awareness

Project delivery

Communication skills

Cross-functional collaboration

Organised/completer-finisher

B2B2C understanding

Job description

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

You’ll lead strategic projects with high autonomy and ensure a smooth scheme operation, including handling complaints, escalations, and reporting inquiries.