End of Lease Specialist

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* service they expect from Octopus.

This role will require 2 days monthly in our London, or a partner office.

What you'll do

Damage Assessment: You’ll be the "expert eye," reviewing collection reports and high-res 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. You’ll handle 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 single 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

What you'll need...

Attention to Detail: You have a "zero-error" mentality. You enjoy getting through a task list and ensuring every piece of data is correct

Fair Wear & Tear Knowledge: You are comfortable working with industry guidelines (like the BVRLA standards) and can explain these technical rules to customers in plain English.

Strong Communication: You are comfortable talking to customers about money and charges. You can be firm when necessary but always remain helpful and professional

Organisation: You thrive in a fast-paced environment and can manage multiple cases at once without letting any balls drop

Problem-Solving Spirit: You don't just see a dispute; you see an opportunity to provide a fair solution and protect our 5* Trustpilot rating

Why else you'll love it here...

💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!

🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits

🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership

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