Customer Success Executive

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for an exceptional 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.

• 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 salary sacrifice to our Growth teams and wider Octopus EV 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 and reducing repetitive inbound
• Own activities that ensure a smooth scheme operation, such as managing complaints & escalations, and resolving reporting & invoicing queries
• Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success related goals

• 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

• 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
• Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people.
  
  We’ve also been placed in the top 10 companies for senior leadership
• 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!

The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.

We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and…