What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
We’re looking for an amazing Customer Success Executive to join our new Scheme Delivery team in London. This is a brand new team in Customer Success, which is focused on supporting our B2B clients and making sure their schemes run smoothly.
In this role, you’ll handle the day-to-day, non-commercial activities for employer schemes - keeping things organised, solving issues quickly, and ensuring clients have a hassle-free experience with Octopus EV!
What you’ll do
* Be the first point of contact for non-commercial activities for schemes via email and phone
* Champion scheme interests and be subject matter experts on EV Salsac to Growth teams & wider OEV departments
* Work with Sales & Ops to drive exceptional in-life experiences including preventing and driving fast resolution for complaints
* Recommend approaches to improve customer experience based on customer feedback and data
* Assist on, and co-own internal & external projects with manager support
* Own activities driving scheme satisfaction and enabling growth e.g. HR signatures, smooth end of leases, reporting and invoicing queries, escalations, scheme documentation
* Key KPIs: scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success-related goals
What you’ll need
* 2-4 years of relevant B2B client facing experience
* Proven track record of supporting B2B clients to resolve queries and deliver excellent service
* Experience partnering with internal teams to deliver ongoing improvements and simple processes
* Experience working with service metrics (e.g. response times, satisfaction scores, accuracy, issue resolution)
* Excellent listening and communication skills, with the ability to build rapport in challenging customer situations
* A ruthless focus on the customer with a genuine passion for going above and beyond and finding mutually beneficial outcomes
* A completer‑finisher mentality, super organised and efficient
* 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 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)
Salary information
* 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!
Things to note
* Ps. 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
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.
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