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 office, or a partner office.
What you’ll do
- Damage assessment: Review collection reports and high-res photos to identify damage that falls outside of standard Fair Wear and Tear.
- Early terminations: Guide employees and employers through the early termination process, explaining next steps and potential costs with empathy and clarity.
- Issuing appraisals: Create and issue accurate damage appraisals to customers, ensuring all communications are sent within strict SLAs.
- Escalations & disputes: Act as the first point of contact for customers with questions or disputes, handling sensitive conversations about charges with a focus on reaching fair and positive resolution.
- Quality control: Compare third‑party collection data against internal records to ensure every recharge is 100% accurate and fair before it reaches the customer.
- Process support: Work closely with the Team Lead to identify “dwelling” stock and help move cars through the return‑to‑disposal pipeline efficiently.
What you’ll need
- Attention to detail: Zero‑error mentality; ensure every piece of data is correct.
- Fair wear & tear knowledge: Comfortable with industry guidelines (e.g., BVRLA) and able to explain rules in plain English.
- Strong communication: Able to discuss money and charges with customers, remaining firm yet helpful and professional.
- Organisation: Able to manage multiple cases in a fast‑paced environment without missing deadlines.
- Problem‑solving spirit: Turn disputes into fair solutions that protect our 5* Trustpilot rating.
Benefits
Salary is flexible and will be discussed during the interview process.
Work in a culture of autonomy and fast decision‑making with a wide range of career development opportunities.
Equal Opportunity Employment
Octopus is an equal opportunity employer. We do not discriminate on any protected attribute. We are committed to providing an inclusive work environment and fair opportunities for all candidates.
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