At a Glance
- Tasks: Ensure a smooth vehicle return process and communicate with customers about charges.
- Company: Join a forward-thinking company dedicated to customer satisfaction and transparency.
- Benefits: Flexible working arrangements, competitive salary, and a supportive team environment.
- Other info: Opportunity for growth in a dynamic and inclusive workplace.
- Why this job: Be the final touchpoint in our customer journey and make a real difference.
- Qualifications: Detail-oriented, strong communicator, and problem-solver with knowledge of industry standards.
The predicted salary is between 30000 - 40000 £ per year.
The Role
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.
Responsibilities
- Damage Assessment: Review collection reports and high‑res photos to identify damage that falls outside of standard Fair Wear and Tear.
- Early Terminations: Guide both employees and employers through the early termination process, clearly explaining complex next steps and potential costs with empathy and clarity.
- Issuing Appraisals: Create and issue accurate damage appraisals to customers, ensuring all communications are sent within our strict SLAs.
- Escalations & Disputes: Handle sensitive conversations about charges with a focus on reaching a fair and positive resolution.
- Quality Control: 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: Work closely with the Team Lead to identify “dwelling” stock and help move cars through the return‑to‑disposal pipeline as efficiently as possible.
Qualifications & Skills
- Attention to Detail: Zero‑error mentality; enjoy ensuring every piece of data is correct.
- Fair Wear & Tear Knowledge: Comfortable with industry guidelines (like BVRLA standards) and explain rules to customers in plain English.
- Strong Communication: Ability to talk to customers about money and charges, firm when necessary but always helpful and professional.
- Organisation: Thrives in a fast‑paced environment and can manage multiple cases at once.
- Problem‑Solving Spirit: See disputes as opportunities to provide a fair solution and protect our 5* Trustpilot rating.
- Location & Availability
Requires 2 days a month in London or a partner office.
Salary
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.
Equal Opportunity Statement
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.
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