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End of Lease Specialist

2 months ago
United Kingdom
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Octopus Energy

Octopus Energy

Octopus Energy: A leading UK renewable energy supplier offering smart tariffs, rewards for energy efficiency, and 100% renewable electricity sources to over three million customers globally.

Electric Utilities
1K-5K
Founded 2015
$1200M raised
View All Jobs 5

Description

  • Review collection reports and high-resolution photos to identify damage outside standard fair wear and tear.
  • Guide employees and employers through early termination cases, explaining next steps and potential costs clearly and empathetically.
  • Create and issue accurate damage appraisals within strict service-level deadlines.
  • Serve as the first point of contact for customer questions and disputes about charges.
  • Handle sensitive recharge conversations and work toward fair, positive resolutions.
  • Check third-party collection data against internal records to ensure all recharges are accurate and fair.
  • Work with the Team Lead to identify dwelling stock and help move vehicles through the return-to-disposal process efficiently.
  • Maintain transparent, fair, and seamless vehicle return outcomes for customers.
  • Support process improvements across the end-of-lease workflow.

Requirements

  • Attention to detail with a zero-error mindset.
  • Knowledge of fair wear and tear guidelines, including BVRLA standards.
  • Ability to explain technical rules in plain English to customers.
  • Strong communication skills for discussing money and charges professionally.
  • Comfort handling firm but helpful customer conversations.
  • Strong organisational skills and the ability to manage multiple cases at once in a fast-paced environment.
  • Problem-solving mindset focused on fair resolutions and protecting customer satisfaction.
  • Ability to work remotely with 2 days per month in the London office or a partner office.
  • Experience in a customer-facing or operations role is likely beneficial, though not explicitly required.

Benefits

  • Salary is discussed directly with recruiters and may be tailored to your experience.
  • Flexible working arrangement with remote work and 2 days per month in the London or partner office.
  • Access to Octopus Employee Benefits and a perks hub.
  • Dog-friendly offices.
  • Award-winning company culture with strong employee recognition.
  • Opportunities to work with autonomy on fast-moving, high-impact projects.
  • Inclusive hiring process with reasonable accommodations available.
  • Equal opportunity employer with a fair, people-first hiring approach.

Interested in this position?

Apply directly on the company website

Apply Now

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