Customer Success Executive

🕒 March 24

🏢🏡 London – Hybrid

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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Octopus Energy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

⚡ Energy

📡 Telecommunications

Energy • Telecommunications

Octopus Energy is a UK-based energy supplier that offers innovative smart tariffs and renewable energy solutions. Known for its award-winning customer service and commitment to a greener future, Octopus Energy provides great value for the long term with prices historically cheaper than any other large supplier. As one of Europe's leading investors in renewable energy generation, the company is highly trusted, holding a five-star customer service rating. Octopus Energy offers a variety of tariffs tailored for smart meters, solar energy, and electric vehicles, emphasizing cost savings and environmental benefits. Octopus Energy has also expanded internationally with operations in several countries, including Germany, Spain, France, Italy, Japan, New Zealand, and the USA.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 💰 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