What we do.
Electric Car Leasing
Why we do it.
Greener. Fairer. Future.
Role
As the Team Lead for End of Lease, you will oversee the end‑of‑contract and recharge experience in our customer journey. You will lead a growing team, manage commercial decisions and maintain a 5* customer experience. Your responsibilities include assessing damage charges, handling complex escalations, ensuring fair cost recovery, building dashboards for Senior Leadership Team, and reporting on cost recovery and process efficiency. This role requires 2 days monthly in London, or a partner office.
What you’ll do
- Lead & Mentor: manage a growing team (currently 3), develop team members, and support high‑pressure customer interactions.
- Fairness & Quality Control: oversee the damage recharge process and apply consistent “Fair Wear and Tear” standards.
- Escalations & Complaints: act as the final point of contact for end‑of‑contract disputes and resolve negative situations with empathy and clear communication.
- Build the Engine: develop reporting from scratch, presenting key metrics such as cost recovery, escalation volumes, and dwelling times to Senior Leadership.
- Process Transformation: identify failures in manual “ad‑hoc” processes and implement automated, scalable workflows.
- Stakeholder Bridge: collaborate closely with the Remarketing team and partners to ensure accurate vehicle condition reports and timely vehicle relocation.
What you’ll need
- Relevant Experience: led a team in automotive returns or related roles, served as a vehicle assessor, or worked in a bodyshop/customer service environment.
- Conflict Resolution: natural at de‑escalating tension and explaining complex charges in a clear, approachable manner.
- Data: comfortable building reports that demonstrate your team’s value to Senior Leadership.
- Ownership Mindset: proactive in identifying and fixing process issues without waiting for permission.
- A High Bar for Fair: strong understanding of what is “right”, able to defend fair charges and waive charges when justified.
Equal Opportunity
We are 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.
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