End of Contract & Recharges - Team Lead

Overview

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

The Role, in a nutshell

As the Team Lead for End of Lease, you'll be responsible for the end of contract and recharge experience in our customer journey. When a car comes back, it's our job to ensure the transition is smooth, transparent, and fair.

This role is about leading a team that balances commercial decisions with a 5 customer experience. You will oversee the assessment of damage charges, handle complex escalations, and ensure that every charge we pass on is justifiable and fair. As a new role in a fast-growing company, you'll also build our reporting-creating dashboards that show the Senior Leadership Team (SLT) exactly how we are performing on cost recovery and process efficiency.

This role will require 2 days monthly in our London, or a partner office.

What you'll do

• Lead & Mentor: Manage a growing team (currently 3), taking responsibility for their development, daily output, and ensuring they have the support needed to handle high-pressure customer interactions
• Fairness & Quality Control: Oversee the damage recharge process. You'll ensure we are applying "Fair Wear and Tear" standards consistently, protecting both the business and the customer from unfair costs
• Escalations & Complaints: Act as the final point of contact for end-of-contract disputes. You'll turn potentially negative situations into positive outcomes through empathy, clear communication, and problem-solving
• Build the Engine: This is a new role, so you'll be building reporting from scratch. You'll report directly to the SLT on key metrics like total costs recouped, escalation volumes, and dwelling times
• Process Transformation: You'll identify where our current manual "ad-hoc" processes are failing and implement automated, scalable workflows
• Stakeholder Bridge: Work closely with our Remarketing team and partners to ensure that vehicle condition reports are accurate and that cars move to their next location without delay

What you'll need

• Relevant Experience: You've likely led a team in automotive returns, have been a vehicle assessor (customer facing), or in a similar bodyshop/ customer service environment
• Conflict Resolution: You are a natural at de-escalating tension. You can explain complex charges to a customer in a way that is "down to earth" and easy to understand
• Data: You don't just look at a spreadsheet; you use it to tell a story. You're comfortable building reports that prove the value of your team's work to the SLT
• Ownership Mindset: You are proactive. If you see a car "dwelling" for too long or a recurring complaint, you don't wait for permission-you find a process fix
• A High Bar for Fair: You have a strong understanding of what is "right." You'll defend a fair charge, but you'll also be the first to waive one if it isn't justified

Why you'll love it here

Wondering what the salary for this role is? Just ask us. On a call with a recruiter it's something we always cover as we genuinely want to match your experience with the correct salary. The reason we don't advertise is because we have a degree of flexibility and would never want salary to be a barrier to applying. It's about finding the right fit.

Octopus Energy Group is a unique culture with autonomy and 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 among the top start-ups to work for and in Glassdoor's best places to work lists. Our Group CEO has recorded a podcast about our culture and how we empower our people. We're also highlighted among top companies for senior leadership.

P.S. We are dog friendly in offices, subject to allergies and precautions.

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 a changing customer experience.

Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner driving. Our mission is to drive sustainable change, decarbonise the planet, and provide fair pricing and a fantastic experience.

We are part of the Octopus Energy Group, which includes Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.

Please note we use AI to help assess applications fairly and objectively.

If this sounds like you then we'd love to hear from you.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you require specific accommodations or have a unique preference, let us know and we'll try to customize your interview process for comfort.

We are an equal opportunity employer. We do not discriminate on any protected attribute and are committed to equal opportunities, an inclusive work environment, and fairness for everyone.