End of Lease - Team Lead

1 month, 1 week ago
Full-time
Lead
Customer and Technical Support
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

Description

  • Lead, mentor, and develop a growing team responsible for end-of-lease operations and customer interactions.
  • Oversee the damage recharge process and ensure Fair Wear and Tear standards are applied consistently.
  • Handle complex end-of-contract escalations, complaints, and disputes as the final point of contact.
  • Build reporting and dashboards from scratch for the Senior Leadership Team, tracking key operational and financial metrics.
  • Monitor cost recovery, escalation volumes, dwelling times, and process efficiency.
  • Identify failures in manual, ad-hoc workflows and implement automated, scalable process improvements.
  • Work closely with the Remarketing team and external partners to ensure accurate vehicle condition reports and timely vehicle movement.
  • Support the team in delivering a smooth, transparent, and fair customer experience at the end of the lease term.

Requirements

  • Experience leading a team in automotive returns, vehicle assessment, or a similar bodyshop/customer service environment.
  • Strong conflict resolution skills with the ability to de-escalate difficult customer situations.
  • Ability to explain complex charges clearly and in a down-to-earth, customer-friendly way.
  • Comfort building reports and using data to tell a story for senior leadership.
  • Proactive ownership mindset with the ability to identify and fix process issues without waiting for permission.
  • Strong understanding of what is fair and the confidence to justify, defend, or waive charges appropriately.
  • Experience handling customer-facing escalations or complaints (preferred).
  • Experience improving operational processes or introducing automated workflows (preferred).
  • Ability to work remotely with 2 days per month in London or a partner office.

Benefits

  • Salary is flexible and discussed directly with recruiters based on experience.
  • Remote working with only 2 days per month required in London or a partner office.
  • Access to Octopus Employee Benefits and a perks hub with employee-friendly rewards.
  • Dog-friendly office environment.
  • Opportunity to work in a highly autonomous, fast-moving culture.
  • Professional growth in a new role with direct exposure to Senior Leadership Team reporting.
  • Inclusive hiring process with accommodation options available.

Interested in this position?

Apply directly on the company website

Apply Now

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