At a Glance
- Tasks: Support B2B clients, ensuring smooth operations and resolving issues quickly.
- Company: Join a dynamic team at Octopus EV focused on customer success.
- Benefits: Inclusive work environment, opportunities for growth, and a focus on sustainability.
- Other info: Ideal for those passionate about sustainability and eager to drive change.
- Why this job: Make a real impact by enhancing client experiences in a fast-paced setting.
- Qualifications: 2-4 years in B2B client support with excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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 organized, solving issues quickly, and ensuring clients have a hassle‑free experience with Octopus EV!
Responsibilities
- 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 sales to growth teams and 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 such as 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.
Qualifications
- 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‑organized 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).
- Equal Opportunity Statement
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.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octoenergy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Octoenergy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Octoenergy:Your cover letter is your chance to shine! Tell us why you want to work at Octoenergy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Octoenergy!
How to prepare for a job interview at Octoenergy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
