End of Lease Specialist
Posted 20 days 18 hours ago by Octopus Electric Vehicles
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
The Role, in a nutshell
As an End of Lease Specialist, you will be the final stage of our customer journey. Your mission is to make the vehicle return process as transparent, fair, and seamless as possible. You will act as the bridge between the physical collection of a car and its final financial settlement. This role requires a unique blend of analytical "detective work"-reviewing inspection reports and photos-and high-level communication. You'll be responsible for ensuring that any damage recharges are accurate, and communicated to our customers with the 5 service they expect from Octopus. This role will require 2 days monthly in our London, or a partner office.
What you'll do
- Damage Assessment: You'll be the expert eye, reviewing collection reports and high-res photos to identify damage that falls outside of standard Fair Wear and Tear
- Early Terminations: You will guide both employees and employers through the early termination process, clearly explaining complex next steps and potential costs with empathy and clarity
- Issuing Appraisals: You'll be responsible for creating and issuing accurate damage appraisals to customers, ensuring all communications are sent within our strict SLAs
- Escalations & Disputes: You'll act as the first point of contact for customers with questions or disputes. You'll handle sensitive conversations about charges with a focus on reaching a fair and positive resolution
- Quality Control: You'll compare third-party collection data against our internal records to ensure every single recharge is 100% accurate and fair before it reaches the customer
- Process Support: You'll work closely with the Team Lead to identify dwelling stock and help move cars through the return-to-disposal pipeline as efficiently as possible
- Attention to Detail: You have a zero-error mentality. You enjoy getting through a task list and ensuring every piece of data is correct
- Fair Wear & Tear Knowledge: You are comfortable working with industry guidelines (like the BVRLA standards) and can explain these technical rules to customers in plain English.
- Strong Communication: You are comfortable talking to customers about money and charges. You can be firm when necessary but always remain helpful and professional
- Organisation: You thrive in a fast-paced environment and can manage multiple cases at once without letting any balls drop
- Problem-Solving Spirit: You don't just see a dispute; you see an opportunity to provide a fair solution and protect our 5 Trustpilot rating
Salary is discussed with recruiters to match your experience with the correct compensation. We value flexibility and the right fit over fixed salary ranges. We also offer a perks hub with employee benefits.
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 co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about.
Octopus Electric Vehicles, part of the Octopus Energy Group, has received recognition as a top employer and continues to grow. We are committed to equal opportunity employment and an inclusive work environment.
About us: The electric revolution has arrived. From 2035 you'll no longer be able to buy a new petrol or diesel car in the UK. We're building a new way for drivers to join the electric charge and experience a lease for life through an industry-changing customer experience. We launched in 2018 to make it seamless to switch to cleaner, greener driving.
Please note we use AI to help assess applications fairly and objectively.