Senior B2B Customer Success Lead for EV Schemes

Octopus Energy Group; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Octopus Energy Group is seeking a Senior Customer Success Executive to join our Scheme Delivery team in London. You will own non-commercial scheme activities, drive strategic projects, and mentor teammates to deliver exceptional B2B service for our salary sacrifice scheme.

You’ll analyse feedback and data to remove friction, collaborate with cross-functional Growth and OEV teams, and help ensure smooth scheme operations with a strong customer-centric focus.

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 (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.
• Ability to collaborate with cross functional teams to deliver improvements.
• A completer-finisher mentality, highly organized and customer-centric.
• Strong understanding of the B2B2C dynamic relating to our schemes and their employees.
• Start-up/entrepreneurial mindset to adapt to change in a fast-moving business.
• Genuine passion for sharing best practices and coaching peers.
• Strong passion for sustainability; knowledge of employee benefits, EVs or leasing is a plus.
• A valid UK driving licence (not essential)

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 Salsac to Growth teams & wider OEV 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 reducing repetitive inbound
• Own activities that ensure a smooth scheme operation, such as managing complaints & escalations and resolving reporting & invoicing queries
• Act as a trusted mentor through coaching peers on complex scheme challenges, sharing best practices and supporting new-hire onboarding.
• Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals

Skills

B2B client facing

Data-driven decisions

Stakeholder management

Project management

Coaching/mentoring

Communication skills

Job description

Octopus Energy Group is seeking a Senior Customer Success Executive to join our Scheme Delivery team in London. You will own non-commercial scheme activities, drive strategic projects, and mentor teammates to deliver exceptional B2B service for our salary sacrifice scheme.

You’ll analyse feedback and data to remove friction, collaborate with cross-functional Growth and OEV teams, and help ensure smooth scheme operations with a strong customer-centric focus.