London (GB)
Octopus Electric Vehicles 🚙 – Operations - fixed /
Full-time /
Remote
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What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
The Role, in a nutshell...
As the
Team Lead for End of Lease, you’ll be responsible for the end of contract and recharge experience in our customer journey. When a car comes back, it’s our job to ensure the transition is smooth, transparent, and fair.
This isn't just about managing logistics; it’s about leading a team that balances commercial decisions, with a
5* customer experience. You will oversee the assessment of damage charges, handle complex escalations, and ensure that every charge we pass on is justifiable and fair. As a new role in a fast-growing company, you’ll also build our reporting—building the dashboards that show the
Senior Leadership Team (SLT) exactly how we are performing on cost recovery and process efficiency.
This role will require 2 days monthly in our London, or a partner office.
What You'll Do...
- Lead & Mentor: Manage a growing team (currently 3), taking responsibility for their development, daily output, and ensuring they have the support needed to handle high-pressure customer interactions
- Fairness & Quality Control: Oversee the damage recharge process. You’ll ensure we are applying "Fair Wear and Tear" standards consistently, protecting both the business and the customer from unfair costs
- Escalations & Complaints: Act as the final point of contact for end-of-contract disputes. You’ll turn potentially negative situations into positive outcomes through empathy, clear communication, and problem-solving
- Build the Engine: This is a new role, so you’ll be building reporting from scratch. You’ll report directly to the SLT on key metrics like total costs recouped, escalation volumes, and dwelling times
- Process Transformation: You’ll identify where our current manual "ad-hoc" processes are failing and implement automated, scalable workflows
- Stakeholder Bridge: Work closely with our Remarketing team and partners to ensure that vehicle condition reports are accurate and that cars move to their next location without delay
What You'll Need...
- Relevant Experience: You’ve likely led a team in automotive returns, have been a vehicle assessor (customer facing), or in a similar bodyshop/ customer service environment
Conflict Resolution: You are a natural at de-escalating tension. You can explain complex charges to a customer in a way that is "down to earth" and easy to understand
- Data: You don't just look at a spreadsheet; you use it to tell a story. You’re comfortable building reports that prove the value of your team’s work to the SLT
- Ownership Mindset: You are proactive. If you see a car "dwelling" for too long or a recurring complaint, you don't wait for permission—you find a process fix
- A High Bar for Fair: You have a strong understanding of what is "right." You’ll defend a fair charge, but you’ll also be the first to waive one if it isn’t justified
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.
Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We’re lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you’d like to know more about how we use your data, you can reach out to us via email at [email protected]. We’re happy to help!
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