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Octoenergy
,
London, Greater London
Customer Experience Executive
Overview
Job Description
We're dedicated to driving sustainable change and believe our customers should have fair pricing and a fantastic customer experience. At Octopus Electric Vehicles, we make it easy for individuals and businesses to make the transition to zero-carbon driving. Launched in 2018, Octopus EV brings together great offers on a handpicked range of the best electric vehicles available - from Nissan, Renault, BMW, Jaguar and Tesla - with everything needed to go with it: chargepoint installations for home and businesses, energy tariffs designed for EV drivers, and a free VIP support service from vehicle selection to each electric journey. We also run events with businesses and communities to enable drivers and decision makers to get behind the wheel for themselves, and think through how electric driving could work for them. Electric Vehicles: Electric cars are coming faster than most people can imagine. According to Stanford University, by 2025 there'll be no new petrol or diesel cars in production. Just like the iPhone revolutionised phones, Tesla is revolutionising cars and it's not just Tesla - BMW, Nissan, Renault, Volkswagen, Jaguar and Hyundai all have great electric vehicles. Our group includes Octopus Electric Vehicles, Octopus Energy, M&S Energy, Affect Energy, Octopus Energy Business Solutions and Octopus Energy Services. We are looking for a proactive and focused Customer Experience Executive, who will be joining our customer experience team, working together to manage the customer journey for an ever-growing customer base. The main role of the Customer Experience Executive is to work cross functionionally across the business to produce the best customer aftersales care, supporting business growth, by establishing and sustaining high levels of customer satisfaction What you'll do * Work closely with all stakeholders in providing the best customer experience journey * Manage the customer journey from post sale right through to delivery and after * Problem solve. Ensuring everything is ready for the customer to enjoy a smooth transition and removing any blockers if they arise. * Focus on the trinity; External manufacturers, our customer & us as a business to ensure every journey is made even better than the last. * Work with the sales team to ensure customers experience the best possible service across all functions * Handle client enquiries and solving customer issues, escalating where needed * Work with colleagues in the customer experience team to continue to build and improve on the customer journey What you'll have * Leasing experience is essential * A proven record in a proactive customer services role, where client interactions were a key part of the role * Experience of working with a CRM database * Experience working with a range of counter parties and stakeholders to deliver a seamless customer experience and point of solution for customer issues * Experience providing sales support from post-sale through financing and to post delivery desirable but not required * Experience of working with a range of clients * Experience of working within the automotive industry desirable but not required * An ability to communicate confidently over the phone * Well-developed written communication skills * Good listener * Team player attitude - can work with the sales team, operations team and customers * Good attention to detail and accuracy * Ability to use initiative where required What you'll get * Pension Scheme - Employer 5% Employee 3% - you can opt to contribute more! * Flexible working environment * Cycle to Work Scheme * Fruit, breakfast and hot drinks * Weekly free Friday drinks * Regular social events (3 parties a year including a Summer festival) * Access to Hatch - Financial advice and planning for employees * Childcare Vouchers * Maternity and Paternity pay * Support to help with development (courses, learning, development) This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to get electric cars, electric fleet and other electric vehicles. If this sounds exciting and you have a genuine passion in the future of sustainability then we'd love to hear from you!