At a Glance
- Tasks: Support B2B clients and ensure their schemes run smoothly with excellent service.
- 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: Be part of a start-up culture where your ideas can drive change.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced, innovative setting.
- Qualifications: 2-4 years of B2B client-facing experience and a passion for sustainability.
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.
#J-18808-Ljbffr
