Octopus Energy Services Germany is hiring a Lead Customer Success Executive to lead the Scheme Delivery team within Customer Success. You will ensure operational excellence for employer Salary Sacrifice schemes, acting as a player/manager to handle day-to-day activities, lead a team, solve issues, and guarantee a hassle-free experience.
What You'll Do
- Manage a team of Customer Success Executives within the 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 delivery capabilities align with commercial ambitions.
- Support the team manager in delivering strong performance against team KPIs, including CSAT, response/resolution times, and reduction of inbound contact.
- Lead internal projects aimed at improving the B2B2C experience, ensuring Octopus EV remains the 'low-effort' provider.
What We're Looking For
- 4+ years in B2B client-facing roles, with a deep understanding of service delivery and the B2B2C dynamic.
- 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.
Nice to Have
- Previous experience leading or mentoring a team is highly preferred.
- A valid UK driving license is preferred.
Team & Environment
You will be part of the new Scheme Delivery team within the Customer Success team, reporting to the Team Manager.
Benefits & Compensation
- Flexible salary based on experience.
- Access to Octopus Employee Benefits perks hub.
- Dog-friendly offices.
- Inclusive and customisable interview process.
Work Mode
This role is onsite in London.
Octopus Energy Services Germany is an equal opportunity employer committed to an inclusive work environment.
