At a Glance
- Tasks: Lead a dynamic team to ensure hassle-free electric car leasing for employers.
- Company: Join Octopus Electric Vehicles, a top-rated start-up transforming the EV industry.
- Benefits: Flexible salary, perks that matter, and a dog-friendly office culture.
- Other info: Be part of a vibrant culture that values autonomy and innovation.
- Why this job: Make a real impact in sustainability while developing your leadership skills.
- Qualifications: 4+ years in B2B roles, team leadership experience, and a passion for EVs.
The predicted salary is between 37800 - 46200 £ per year.
We’re looking for an exceptional leader to join our new Scheme Delivery team in London. This is a critical function within the Customer Success team, focussed on the operational excellence of our Salary Sacrifice scheme for employers.
As a player/manager, you won’t just handle the day-to-day, non-commercial activities for employer schemes but will lead a team doing the same thing - keeping things organised, solving issues quickly, and ensuring employers have a hassle-free experience with Octopus EV!
What you’ll do:
- Manage a team of Customer Success Executives within our Scheme Delivery Team providing coaching, conducting 121s, and fostering a high-performance culture focused on accuracy and speed.
- Be an escalation point for the team when handling scheme issues and support requests, ensuring resolutions are fast and fair.
- Identify friction points both internally and externally and work with teams across the business to implement improvements.
- Act as a primary point of contact in the team manager’s absence, ensuring our delivery capabilities align with our commercial ambitions.
- Support the team manager in delivering strong performance against team’s KPIs, including scheme satisfaction (CSAT), response/resolution times, and the reduction of inbound contact through better self-service or automation.
- Lead internal projects aimed at improving the B2B2C experience, ensuring Octopus EV remains the "low-effort" provider for their customers.
What you’ll need:
- 4+ years in B2B client-facing roles, with a deep understanding of service delivery and the B2B2C dynamic.
- A deep understanding of service delivery principles.
- Previous experience leading or mentoring a team is highly preferred. You should be someone who enjoys seeing others succeed as much as succeeding yourself.
- A strong grasp of Salary Sacrifice schemes (or the ability to learn it rapidly) and how they impact HR, Finance, and Payroll departments.
- You don’t just fix the problem; you work to identify the root cause. You have a "completer-finisher" mindset and a ruthless eye for detail.
- The ability to translate complex operational issues into simple updates for internal stakeholders and customers.
- Comfortable using data to tell a story, identify trends, and justify changes to our ways of working.
- A genuine passion for sustainability and the transition to EVs.
- A valid UK driving license is preferred.
Why else you’ll love it here:
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!
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.
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.
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.
B2B Service Delivery Team Leader employer: Octopus Energy Group
At Octopus Centre for Heating Technology, we pride ourselves on being an innovative employer that fosters a collaborative and dynamic work culture. Located in Portadown, our team enjoys a supportive environment with ample opportunities for professional growth and development, as we lead the charge in sustainable heating solutions. Join us to make a meaningful impact while working alongside passionate individuals dedicated to pushing the boundaries of technology.
StudySmarter Expert Advice🤫
We think this is how you could land B2B Service Delivery Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octopus Energy Group. 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 Octopus Energy Group 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 B2B Service Delivery Team Leader
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 Octopus Energy Group:Your cover letter is your chance to shine! Tell us why you want to work at Octopus Energy Group 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 Octopus Energy Group!
How to prepare for a job interview at Octopus Energy Group
✨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.
