Overview
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‑star service they expect from Octopus.
This role will require 2 days monthly in London or a partner office.
Responsibilities
- Damage Assessment: You’ll be the expert eye, reviewing collection reports and high‑resolution photos to identify damage that falls outside of standard Fair Wear and Tear.
- 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.
- Issuing Appraisals: You’ll be responsible for creating and issuing accurate damage appraisals to customers, ensuring all communications are sent within our strict SLAs.
- Escalations & Disputes: You’ll act as the first point of contact for customers with questions or disputes, handling sensitive conversations about charges with a focus on reaching a fair and positive resolution.
- Quality Control: You’ll compare third‑party collection data against our internal records to ensure every recharge is 100% accurate and fair before it reaches the customer.
- 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.
Qualifications
- Attention to Detail: You have a zero‑error mentality, ensuring every data point is correct.
- Fair Wear & Tear Knowledge: You are comfortable working with industry guidelines such as BVRLA standards and can explain these rules to customers in plain English.
- Strong Communication: You can talk to customers about money and charges, being firm but helpful and professional.
- Organisation: You thrive in a fast‑paced environment and can manage multiple cases at once without dropping any.
- Problem‑Solving Spirit: You see disputes as opportunities to provide fair solutions and protect our 5‑star Trustpilot rating.
Benefits
Salary is flexible and matched to experience. Octopus offers perks you actually care about. Visit our perks hub – Octopus Employee Benefits.
Equal Opportunity Statement
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.
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