Location & Work Arrangements
London (GB) – Remote. Remote role; requires 2 days per month in London or partner office.
Job Title
Team Lead, End of Lease Operations – Full-time
What We Do
Electric Car Leasing – Greener, fairer, future.
Role Overview
As the Team Lead for End of Lease, you will be responsible for the end‑of‑contract and recharge experience in our customer journey. This role balances commercial decisions with a 5-star customer experience, overseeing damage charge assessment, handling complex escalations, ensuring fairness of charges, and building reporting dashboards for the Senior Leadership Team.
Key Responsibilities
- Lead & Mentor: Manage a growing team of three, ensuring development, output, and support for high‑pressure customer interactions.
- Fairness & Quality Control: Oversee the damage recharge process and apply “Fair Wear & Tear” standards consistently.
- Escalations & Complaints: Act as final point of contact for end‑of‑contract disputes and turn negative situations into positive outcomes through empathy and clear communication.
- Build the Engine: Create reporting from scratch and report to SLT on key metrics such as total costs recouped, escalation volumes, and dwell times.
- Process Transformation: Identify manual “ad‑hoc” processes that fail and implement automated, scalable workflows.
- Stakeholder Bridge: Work closely with the Remarketing team and partners to ensure accurate vehicle condition reports and smooth transfer of vehicles.
What You’ll Need
- Relevant Experience: Led a team in automotive returns, served as a vehicle assessor or in a similar bodyshop/customer‑service environment.
- Conflict Resolution: Natural at de‑escalating tension and explaining complex charges in an accessible, down‑to‑earth manner.
- Data Proficiency: Comfortable building reports that tell a story and prove value to the leadership team.
- Ownership Mindset: Proactively identify and fix processes – not waiting for permission.
- High Bar for Fairness: Firm understanding of what is right; willing to defend fair charges and waive if unjustified.
Equal Opportunity Statement
As an equal‑opportunity employer, we do not discriminate on the basis of any protected attribute. We are committed to providing an inclusive work environment and fairness for everyone. Applicants requiring specific accommodations will be provided with reasonable adjustments to the interview process.
#J-18808-Ljbffr”, “datePosted”: “2026-04-28”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Octopus Electric Vehicles”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__416677396__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “London” } } }Location & Work Arrangements
London (GB) – Remote. Remote role; requires 2 days per month in London or partner office.
Job Title
Team Lead, End of Lease Operations – Full-time
What We Do
Electric Car Leasing – Greener, fairer, future.
Role Overview
As the Team Lead for End of Lease, you will be responsible for the end‑of‑contract and recharge experience in our customer journey. This role balances commercial decisions with a 5-star customer experience, overseeing damage charge assessment, handling complex escalations, ensuring fairness of charges, and building reporting dashboards for the Senior Leadership Team.
Key Responsibilities
- Lead & Mentor: Manage a growing team of three, ensuring development, output, and support for high‑pressure customer interactions.
- Fairness & Quality Control: Oversee the damage recharge process and apply “Fair Wear & Tear” standards consistently.
- Escalations & Complaints: Act as final point of contact for end‑of‑contract disputes and turn negative situations into positive outcomes through empathy and clear communication.
- Build the Engine: Create reporting from scratch and report to SLT on key metrics such as total costs recouped, escalation volumes, and dwell times.
- Process Transformation: Identify manual “ad‑hoc” processes that fail and implement automated, scalable workflows.
- Stakeholder Bridge: Work closely with the Remarketing team and partners to ensure accurate vehicle condition reports and smooth transfer of vehicles.
What You’ll Need
- Relevant Experience: Led a team in automotive returns, served as a vehicle assessor or in a similar bodyshop/customer‑service environment.
- Conflict Resolution: Natural at de‑escalating tension and explaining complex charges in an accessible, down‑to‑earth manner.
- Data Proficiency: Comfortable building reports that tell a story and prove value to the leadership team.
- Ownership Mindset: Proactively identify and fix processes – not waiting for permission.
- High Bar for Fairness: Firm understanding of what is right; willing to defend fair charges and waive if unjustified.
Equal Opportunity Statement
As an equal‑opportunity employer, we do not discriminate on the basis of any protected attribute. We are committed to providing an inclusive work environment and fairness for everyone. Applicants requiring specific accommodations will be provided with reasonable adjustments to the interview process.
#J-18808-Ljbffr…