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About the Role

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. 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.

Responsibilities

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.
Analyze 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.

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.
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).

Skills

Customer Success
B2B Service Delivery
Project Management
Mentoring
Communication
Collaboration
Data Analysis
Customer Feedback Analysis
Operational Improvement
Problem Solving
Sustainability
EV Leasing

Location

London

Work Type

Full-time

Experience Level

Senior
4+ years

Salary/Compensations

Salary is discussed during the recruitment process.

Benefits

Dog friendly office
Perks hub access

About the Company

Electric Car Leasing company focused on making it easy for individuals and businesses to go electric.
Mission: Drive sustainable change, decarbonise the planet and provide customers with fair pricing and a fantastic experience.
Part of the Octopus Energy Group, an innovative energy supplier transforming industries.
Octopus Electric Vehicles launched in 2018.
Awarded Sunday Times best company to work for in 2024.
Ranked 6th out of top 100 start-ups to work for by Tempo in 2025.
Voted 50 best places to work in 2022 by Glassdoor.

Equal Opportunity

As an equal opportunity employer, we do not discriminate on the basis of any protected attribute.
Commitment to providing equal opportunities, an inclusive work environment, and fairness for everyone.
Encourages applications from all candidates, even if they don't meet 100% of the job requirements.