Vehicle Operations Incident Specialist
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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
It’s about delivering successful outcomes.
What you'll do...
Proactive Incident Ownership: Monitor live fleet alerts including collisions, major faults and breakdown notifications — and take immediate ownership. You’ll contact drivers early, set clear expectations, and guide the resolution from first call through to recovery.
Deliver Confident, Clear Resolutions: Act as the central point of contact during vehicle incidents, ensuring the process feels coordinated and seamless. Whether you resolve directly or manage handovers, you’ll ensure nothing stalls and no driver is left uncertain.
Build Strong Partner Relationships: Work closely with OEMs, dealerships, repairers and recovery providers to drive timely outcomes. You’ll build credibility and trust while holding partners accountable to agreed SLAs.
Turn Insight Into Improvement: Identify recurring issues, delays or performance gaps and escalate them appropriately. Your insight will contribute to improving fleet reliability and partner performance.
Protect the Driver Experience: Review feedback, including CSAT and Trustpilot insights, to ensure concerns are resolved constructively and relationships are strengthened.
Support Wider Fleet Operations:Collaborate across insurance, hire vehicles, recall management and wider in-life support to ensure every driver receives a joined-up, high-quality experience.
What you'll need...
Motor Industry Experience: Experience within aftersales, fleet management, a dealership environment, or working directly with an OEM. You understand vehicle repair journeys, escalation pathways and manufacturer processes.
Outcome-Focused Communication: Confident and clear on the phone, able to guide conversations with professionalism and empathy. You know how to bring reassurance and direction without overpromising.
Ownership & Prioritisation: Comfortable working from live data feeds, prioritising incidents based on urgency and impact. You take responsibility for driving matters forward.
Partner Confidence: Able to challenge constructively when service levels slip. You build respectful but firm relationships that keep drivers at the centre of decisions.
Analytical Awareness: Curious about patterns and performance. You can spot trends that highlight risk or opportunity and contribute meaningfully to improving how we operate.
Adaptability: Excited by growth and change. As our fleet scales, you’ll help shape how this function evolves.
Why this role is matters...
This is a high-impact position within a fast-growing business.
You won’t just resolve incidents — you’ll restore confidence, strengthen partnerships and help define what exceptional in-life fleet support looks like.
For someone who finds satisfaction in bringing order to complexity, building trusted relationships, and seeing tangible outcomes from their work, this role offers real purpose.
Why else you'll love it here...
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