Customer Success Executive

Octopus Energy

. Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone .

Posted 10/28/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing B2B client relationships and operational projects, focusing on enhancing customer experience and driving process improvements through data analysis and feedback. Proven ability to track and improve service metrics while effectively resolving client queries and complaints.

Highest-signal resume keywords

B2B Client-Facing ExperienceCustomer Success KPIsOperational Project ManagementData Analysis for Operational ChangeExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service MetricsIssue ResolutionOperational Data AnalysisCustomer Feedback AnalysisProject Delivery

Soft Skills

Excellent Listening SkillsRapport BuildingCollaborationHighly OrganisedCustomer-Centric Approach

Industry Keywords

EV Salary SacrificeB2B2C DynamicCustomer Experience ImprovementComplaint ManagementSelf-Service Enhancement

About the role

Key responsibilities & impact

Serve as a key point of contact for day-to-day, non-commercial scheme activities via email and phone
Ensure fast, high-quality outcomes for B2B clients
Champion scheme interests and act as a subject matter expert on EV salary sacrifice for Growth teams and wider Octopus EV departments
Analyse customer feedback and operational data to identify friction points and drive solutions that improve internal processes
Lead and deliver projects enhancing customer experience, improving self-service, and reducing repetitive inbound contact
Manage complaints and escalations
Resolve reporting and invoicing queries
Own activities ensuring smooth scheme operation
Track scheme satisfaction, response and resolution times, reduction in inbound contact, and other Customer Success KPIs

Requirements

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, including response times, satisfaction scores, accuracy, and issue resolution
Track record of taking internal or operational projects from concept to completion
Excellent listening and communication skills
Ability to build rapport in challenging customer situations
Comfortable collaborating with cross-functional teams
Highly organised, efficient, and customer-centric
Good understanding of the B2B2C dynamic relating to schemes and their employees

Benefits

Comp & perks

Flexible salary matching based on experience
Octopus Employee Benefits perks hub
Autonomy in work
Opportunities to learn, decide, and build quickly
Dog-friendly offices
Workplace accommodations and customised interview process where needed
Equal opportunities and inclusive work environment