The Role
The Customer Success Executive will manage day-to-day activities for employer schemes, support B2B clients, and improve customer experience through effective communication and issue resolution.
Summary Generated by Built In
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
We’re looking for an amazing Customer Success Executive to join our new Scheme Delivery team in London. This is a brand new team in Customer Success, which is focused on supporting our B2B clients and making sure their schemes run smoothly.
In this role, you’ll handle the day-to-day, non-commercial activities for employer schemes - keeping things organised, solving issues quickly, and ensuring clients have a hassle-free experience with Octopus EV!
What you'll do...
- Be the first point of contact for non-commercial activities for schemes via email and phone
- Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments
- Work with Sales & Ops to drive exceptional in-life experiences including preventing and driving fast resolution for complaints
- Recommend approaches to improve customer experience based on customer feedback and data
- Assist on, and co-own internal & external projects with manager support
- Own activities driving scheme satisfaction and enabling growth e.g. HR signatures, smooth end of leases, reporting and invoicing queries, escalations, scheme documentation
- Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals
What you'll need...
- 2-4 years of relevant B2B client facing experience
- Proven track record of supporting B2B clients to resolve queries and deliver excellent service
- Experience partnering with internal teams to deliver ongoing improvements and simple processes
- Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution)
- Excellent listening and communication skills, with the ability to build rapport in challenging customer situations
- A ruthless focus on the customer with a genuine passion for going above and beyond and finding mutually beneficial outcomes
- A completer-finisher mentality, super organised and efficient
- A good understanding of the B2B2C dynamic relating to our schemes and their employees
- A start-up / entrepreneurial mindset being able to adjust to change and keep up with a fast-moving business
- A strong passion for sustainability is a must. Knowledge of employee benefits, EVs or leasing would be great but not crucial
- A valid UK driving licence (not essential)
💚 Why else you'll love it here
- 💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
- 🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits
- 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership
Things to note
- P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!
About us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Skills Required
- 2-4 years of relevant B2B client facing experience
- Proven track record of supporting B2B clients to resolve queries and deliver excellent service
- Experience partnering with internal teams to deliver ongoing improvements and simple processes
- Experience working with service metrics
- Excellent listening and communication skills
- Ability to build rapport in challenging situations
- Focus on customer satisfaction and finding mutually beneficial outcomes
- Organised and efficient
- Good understanding of B2B2C dynamics
- Start-up/entrepreneurial mindset
- Strong passion for sustainability
- Valid UK driving licence (not essential)
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The Company
What We Do
We’re not your typical energy company. We want to change energy for the better by making it greener, smarter, and more affordable for everyone. Not only are we one of the biggest generators of renewable energy in the UK, we’re also one of the top-rated energy suppliers.
