Lead Customer Success Executive

Job Description

We're looking for an exceptional leader to join our new Scheme Delivery team in London. This is a critical function within the Customer Success team, focussed on the operational excellence of our Salary Sacrifice scheme for employers.

As a player/manager, you won't just handle the day-to-day, non-commercial activities for employer schemes but will lead a team doing the same thing - keeping things organised, solving issues quickly, and ensuring employers have a hassle-free experience with Octopus EV!

What you'll do

• Manage a team of Customer Success Executives within our Scheme Delivery Team providing coaching, conducting 121s, and fostering a high-performance culture focused on accuracy and speed.
• Be an escalation point for the team when handling scheme issues and support requests, ensuring resolutions are fast and fair.
• Identify friction points both internally and externally and work with teams across the business to implement improvements
• Act as a primary point of contact in the team manager's absence, ensuring our delivery capabilities align with our commercial ambitions.
• Support the team manager in delivering strong performance against team's KPIs, including scheme satisfaction (CSAT), response/resolution times, and the reduction of inbound contact through better self-service or automation.
• Lead internal projects aimed at improving the B2B2C experience, ensuring Octopus EV remains the "low-effort" provider for their customers.

What you'll need

• 4+ years in B2B client-facing roles, with a deep understanding of service delivery and the B2B2C dynamic.
• A deep understanding of service delivery principles.
• Previous experience leading or mentoring a team is highly preferred. You should be someone who enjoys seeing others succeed as much as succeeding yourself.
• A strong grasp of Salary Sacrifice schemes (or the ability to learn it rapidly) and how they impact HR, Finance, and Payroll departments.
• You don't just fix the problem; you work to identify the root cause. You have a "completer-finisher" mindset and a ruthless eye for detail.
• The ability to translate complex operational issues into simple updates for internal stakeholders and customers.
• Comfortable using data to tell a story, identify trends, and justify changes to our ways of working.
• A genuine passion for sustainability and the transition to EVs.
• A valid UK driving license is preferred.

Why else you'll love it here

• ???? Wondering what the salary for this role is? 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!
• ???? 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
• P.s. ???? 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 energy all in one cracking deal.

Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.

We're an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.

Please note we use AI to help us assess applications fairly and objectively.

If this sounds like you then we'd love to hear from you.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.