Senior Customer Success Executive
Octopus EnergyLondon (GB), United Kingdom
Full Time
Posted August 5, 2026
£27k - £29k· Est.
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Job Description
We’re looking for an exceptional Senior Customer Success Executive to join our Scheme Delivery team in London.
Key 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
- 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)
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