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Octopus Energy
Octopus Energy

End of Lease Specialist

London, United Kingdom
Full-Time
Remote

TLDR

Ensure a seamless and transparent vehicle return process while providing exceptional customer service in the final stage of the leasing journey.

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

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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...

  • 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...
💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
 
🎉 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 amazing 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 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership
 
P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies


About us
 
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. 
 
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
 
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. 
 
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
 
Please note we use AI to help us 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. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Octopus Energy
Octopus Energy

Octopus Energy is a dynamic EnerTech company focused on transforming the energy sector by providing 100% sustainable energy solutions. Our mission is to drive the global renewable energy revolution and make clean energy more accessible and equitable for everyone.

Founded
Founded 2015
Employees
500+ employees
Industry
Electric Utilities
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Specialist
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