Customer Success Executive

The Company

OXBO are working with a fast-growing cleantech technology business that is building the infrastructure for local, decentralised energy markets across the UK. Through its platform, the company connects energy generation and consumption via peer-to-peer networks — helping reduce carbon impact, improve transparency, and modernise how energy is delivered and consumed.

They are now looking for a Customer Success Executive to join their Customer Operations function and play a key frontline role in delivering a high-quality, technology-led client experience.

The Role

This is not a traditional utilities service role - it’s a modern, platform-driven customer experience position within a tech-enabled environment.

You will be responsible for handling client interactions across multiple channels (phone, email, chat, and ticketing systems), ensuring every touchpoint is professional, accurate, and solution-focused. Working closely with internal teams across Operations, Billing, and Technology, you’ll help ensure client issues are resolved efficiently and that communication remains clear and consistent throughout.

You’ll also contribute to improving processes, identifying recurring issues, and supporting the continuous evolution of customer experience tools and workflows.

Responsibilities

• Manage inbound and outbound client enquiries across multiple channels
• Investigate and resolve client issues using a structured, root-cause approach
• Support onboarding journeys with clear and proactive communication
• Maintain accurate client records and interaction histories within CX platforms (e.g. Zendesk or similar)
• Draft professional client communications including updates, billing notices, and issue resolutions
• Escalate complex cases with clear context and recommendations
• Collaborate with internal teams to ensure consistent and aligned client messaging
• Support compliance with relevant regulatory and complaint-handling standards
• Identify trends and recurring issues to support continuous service improvement

Requirements

• Experienced in a client-facing service role (1-3 years ideally)
• Comfortable working across digital platforms, CRM, or ticketing systems
• A strong communicator - clear, empathetic, and confident across written and verbal channels
• Highly organised and able to manage multiple priorities in a fast-paced environment
• Curious and proactive, with a natural problem-solving mindset
• Comfortable in a scaling business where processes are evolving
• Tech-savvy and quick to learn new systems