At a Glance
- Tasks: Lead customer success initiatives and enhance the experience for our B2B clients.
- Company: Join Octopus Electric Vehicles, a top-rated start-up focused on sustainability.
- Benefits: Flexible salary, dog-friendly office, and perks that matter to you.
- Other info: Dynamic start-up culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in the electric vehicle revolution while mentoring others.
- Qualifications: 4+ years in B2B service delivery and a passion for sustainability.
We’re looking for an exceptional Senior Customer Success Executive to join our Scheme Delivery team in London. This team is focused on the operational excellence of our Salary Sacrifice Scheme for employers, making sure our B2B clients have a seamless experience with Octopus EV.
Sitting alongside our Customer Success Executives, this role is designed for a seasoned B2B service delivery professional who wants to operate with high autonomy. Alongside handling the day-to-day non-commercial activities, you’ll wholly own strategic projects and act as an informal mentor to the wider team.
- 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.
Requirements:
- 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.
- To be comfortable collaborating with cross functional teams to deliver ongoing improvements.
- A completer-finisher mentality, super organised, efficient and ruthlessly focussed on customer centric outcomes.
- 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 genuine passion for sharing best practices coaching peers and helping colleagues succeed alongside you.
- 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).
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!
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!
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.
Senior Customer Success Executive employer: Octoenergy
At Octopus Energy, we pride ourselves on being an innovative and forward-thinking employer, dedicated to creating a positive impact in the renewable energy sector. Our vibrant work culture fosters collaboration and creativity, allowing you to take ownership of high-impact products that genuinely enhance customer experiences. With ample opportunities for professional growth and a commitment to sustainability, joining our Low Carbon Tech team means being part of a mission-driven organisation that values your contributions and supports your career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Senior 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 Senior 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.
