What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future. The Role, in a nutshell... We’re looking for a Fleet Incident & Recovery Specialist to play a key role in protecting and elevating the driver experience across our growing fleet. When something goes wrong — whether that’s a collision, breakdown, or unexpected vehicle fault — this role ensures it is resolved smoothly, professionally, and with genuine care. You will be the person who brings clarity, direction, and momentum to moments that could otherwise damage trust. This isn’t just about handling complaints. It’s about delivering successful outcomes. You’ll make sure drivers feel heard, supported and confident in what happens next while building strong, accountable relationships with our partners to ensure issues are resolved properly and efficiently. Your impact will be felt in restored confidence, strengthened partnerships, and drivers who stay with us because of how we showed up when it mattered most. This role will require 1 day monthly in our London. What you'll do...

Own Fleet Downtime End-to-End

Take full ownership of vehicles that are off-road, acting as the final escalation point for complex and high-risk cases. You will reconstruct each journey end-to-end, consolidating all driver, internal, and partner inputs to fully understand what has happened and what needs to happen next. From the point a case enters the downtime team, you will take control, setting direction, challenging partners and dealers where needed.

Manage Complaints & Driver Dissatisfaction
Take ownership of driver complaints and dissatisfaction relating to vehicles off road, ensuring each case is handled in line with internal processes and regulatory requirements.

Build Strong Partner Relationships
Work closely with OEMs and partners to drive progress and deliver strong outcomes for drivers. You will build credibility and trust while holding partners accountable to agreed timelines and standards, knowing when to escalate to unlock movement.

You will take ownership of relationships across your assigned brands, working closely with the Network Manager to strengthen partnerships and improve aftersales performance.

Drive Continuous Improvement & Commercial Awareness
Lead initiatives that improve how we manage vehicle downtime, identifying opportunities to enhance processes, reduce delays, and deliver better outcomes for drivers. You will use insight from your cases and wider trends to influence meaningful change across the operation.

What you'll need...

Motor Industry Experience
At least Five years’ experience within the aftersales sector of the motor industry, ideally within a main dealer or franchise environment. You bring a strong, practical understanding of service, maintenance and repair, warranty processes, and how OEM and dealer networks operate.

Aftersales Expertise & Technical Confidence
You are comfortable interpreting technical information from dealerships and OEMs, and able to challenge where diagnoses, timelines, or outcomes do not align with expectations.

Ownership & Outcome Accountability
You are comfortable taking full ownership of complex cases from escalation through to resolution. You do not rely on process alone you take responsibility for driving the right outcome, even in challenging or ambiguous situations involving multiple stakeholders.

Complaint Handling & Compliance Awareness
You have experience managing complaints or dissatisfied customers within a structured or regulated environment.

Organisation & Case Management
You are highly organised and able to manage multiple complex cases simultaneously while maintaining full visibility and control. You are comfortable prioritising effectively under pressure without losing attention to detail or quality.

Confident Communication & De-escalation
You are confident leading difficult conversations and able to de-escalate challenging situations with professionalism and control. You communicate clearly and decisively, providing direction and reassurance even when outcomes may not meet customer expectations.

Partner Management & Influence
You are able to build strong, credible relationships with external partners while holding them accountable. You are confident challenging constructively and know when to escalate to ensure progress and the right outcome.

Analytical Awareness
You are able to identify patterns in downtime, repeat repairs, and partner performance, using this insight to contribute to operational improvements.

Resilience & Adaptability

You are comfortable working in a fast-paced, evolving environment where priorities shift and challenges arise. You remain composed under pressure and focused on delivering results.

Why this role is matters...

This is a high-impact position within a fast-growing business.

You won’t just manage cases you’ll reduce downtime, strengthen partner performance, and play a key role in defining what exceptional vehicle operations 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...

💰 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.

Vehicle Operations Specialist

TLDR