Vehicle Operations Specialist

1 month, 1 week ago
Full-time
Senior
Operations
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

  • Own off-road vehicle cases end-to-end as the final escalation point for complex and high-risk situations.
  • Reconstruct each case journey by consolidating driver, internal, and partner information to determine what happened and what needs to happen next.
  • Manage driver complaints and dissatisfaction related to off-road vehicles in line with internal processes and regulatory requirements.
  • Work with OEMs, dealers, and other partners to progress cases, deliver timely resolutions, and hold them accountable to agreed standards.
  • Take ownership of assigned brand relationships and collaborate with the Network Manager to strengthen partner performance and aftersales outcomes.
  • Challenge diagnoses, timelines, and outcomes where needed to drive movement on stalled cases.
  • Lead continuous improvement initiatives that reduce downtime, improve processes, and deliver better driver outcomes.
  • Use case trends and operational insight to influence broader change across the vehicle operations team and aftersales function.

Requirements

  • At least 5 years of experience in the motor industry aftersales sector, ideally in a main dealer or franchise environment.
  • Strong practical understanding of service, maintenance and repair, warranty processes, and OEM/dealer network operations.
  • Comfort interpreting technical information from dealerships and OEMs and challenging it when needed.
  • Experience handling complaints or dissatisfied customers in a structured or regulated environment.
  • Ability to take full ownership of complex cases through to resolution in ambiguous, multi-stakeholder situations.
  • Highly organised case management skills with the ability to manage multiple priorities under pressure.
  • Confident communication skills with experience leading difficult conversations and de-escalating challenging situations.
  • Strong relationship-building and influencing skills with external partners, including knowing when to escalate.
  • Analytical awareness to identify patterns in downtime, repeat repairs, and partner performance.
  • Resilience and adaptability in a fast-paced environment where priorities change frequently.

Benefits

  • Salary discussed directly with recruiters and tailored to experience.
  • Flexible pay approach with willingness to match salary to the right candidate.
  • Remote full-time working arrangement.
  • Access to Octopus Employee Benefits and perks hub.
  • Dog-friendly workplace.
  • Recognition from external workplace awards and rankings, including Sunday Times Best Company to Work For 2024.
  • Inclusive hiring process with interview accommodations available.
  • Use of AI in parts of the hiring process, with final decisions made by a real person.

Interested in this position?

Apply directly on the company website

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