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Employment type:
Full time
Experience required:
Intermediate
Salary
Salary not provided
About the company:
That means making power greener, smarter, and more affordable for everyone.
We put customers at the heart of everything we do: with always-fair prices, transparency and outrageous customer service.
We drive system change: with transformative tech to make renewable energy the norm and end global reliance on fossil fuels.
Octopus Energy Group is made up of 10 businesses spanning 6 countries across 3 continents, including: Octopus Energy Retail, Kraken Technologies, Octopus Energy Generation, Kraken Flex, Octopus Electric Vehicles, and the Octopus Centre for Net Zero. More on OEG @ octopusenergy.group
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...
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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
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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
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Issuing Appraisals: You'll be responsible for creating and issuing accurate damage appraisals to customers, ensuring all communications are sent within our strict SLAs
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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
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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
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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
What you'll need...
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Attention to Detail: You have a "zero-error" mentality. You enjoy getting through a task list and ensuring every piece of data is correct
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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.
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Strong Communication: You are comfortable talking to customers about money and charges. You can be firm when necessary but always remain helpful and professional
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Organisation: You thrive in a fast-paced environment and can manage multiple cases at once without letting any balls drop
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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
Why else you'll love it here...
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