Senior Customer Success Executive

Job description

**What we do.** Electric Car Leasing **Why we do it.** Greener. Fairer. Future. 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. ### What you'll do... - 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 ### What you'll need... - 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) ### 💚 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](https://octopus.energy/octopus-employee-benefits/) - 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times [best company to work for in 2024](https://www.thetimes.com/static/best-places-to-work-2024-big/). We were named 6th out of the [top 100 start-ups](https://www.heytempo.com/super-startups-list-2025/) to work for by Tempo in 2025 and on Glassdoor we were voted [50 best places to work](https://www.glassdoor.co.uk/Award/Best-Places-to-Work-UK-2022-LST_KQ0,27.htm) in 2022. Our Group CEO, Greg has recorded a [podcast about our culture](https://octopus.energy/blog/podcast/) and how we empower our people. We’ve also been placed in the [top 10 companies for senior leadership](https://www.businessleader.co.uk/the-top-25-uk-companies-for-senior-leadership-revealed-by-glassdoor/) ### 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!*