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- Tasks: Join our Driver Success Team to enhance customer relationships and boost lease renewals.
- Company: Be part of Octopus Electric Vehicles, a top-rated start-up transforming the EV market.
- Benefits: Flexible salary, dog-friendly office, and perks that matter to you.
- Why this job: Make a real impact by turning customers into advocates and ensuring their satisfaction.
- Qualifications: Passion for customer experience and strong relationship management skills.
- Other info: Dynamic team culture with opportunities for personal growth and learning.
The predicted salary is between 36000 - 60000 £ per year.
You will be joining our newly established Driver Success Team, a dedicated team responsible for maximising customer retention and satisfaction at the end of their lease agreement. Existing customers are not 'new leads'; they require a strategic, relationship-based approach, not a standard sales call. Your goal will be to convert upcoming lease renewals, win back 'controllable' leavers, and renew relationships by resolving issues directly, ensuring a great experience that encourages drivers to stay.
Responsibilities
- Your primary focus will be on relationship management, retention, and turning customers into advocates.
- Actively manage the pipeline of end-of-lease customers, advising and supporting them through the renewal of their electric vehicle lease.
- Manage renewals, end-of-lease extensions, and retention across all of our leasing products, including salary sacrifice, consumer, and BCH offerings.
- Engage with long-term customers, focusing on a relationship-based approach to understand their experience and future needs.
- Proactively work to win back lost customers, repairing relationships, and converting 1-star experiences into 5-star renewals, turning detractors into advocates.
- Take ownership of a shared team goal, actively working with your peers to deliver the highest possible % Renewal Rate for the business.
- Following up with all customers in a prompt manner and matching drivers with their ideal car based on their needs.
- Be customer obsessed, consistently demonstrating next level care, understanding, and service to ensure drivers have every reason to stay and continue their journey with us.
- A genuine passion for customer experience and a strong commitment to doing the basics well for a great customer experience, and wanting to retain our customer base.
- The ability to match drivers with their ideal next car and clearly articulate the benefits of continuing their lease.
- Solution focused approach to challenging conversations, especially when dealing with customers whose previous service experience has fallen short of expectations.
- Positively contribute to team culture and actively share knowledge and ways of working, supporting a team-based goal structure.
- A proactive attitude towards taking ownership of your own learning and trying to find answers independently.
Company benefits and culture
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!
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.
P.s. just to let you know, we are a dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies.
About us
The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK. We're building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience.
This is the chance to join one of the UK's most exciting start-ups - making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal. Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We’re an Octopus Energy company-an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
Please note we use AI to help us assess applications fairly and objectively. If this sounds like you then we’d love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we’ll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire.
Across Octopus, we’re looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Renewals Expert in Weybridge employer: Octopus Energy Ltd
Contact Detail:
Octopus Energy Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Renewals Expert in Weybridge
✨Tip Number 1
Get to know the company culture before your interview. Dive into their website, social media, and any recent news. This will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your relationship-building skills! Think of examples from your past where you've turned a challenging customer experience into a positive one. This will demonstrate your ability to handle tough conversations and win back customers.
✨Tip Number 3
Be ready to showcase your knowledge about electric vehicles and leasing products. Brush up on the different finance options available and how they can benefit customers. This will help you stand out as someone who can confidently advise clients.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Renewals Expert in Weybridge
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer service shine through! We want to see how you genuinely care about making a difference in our drivers' lives and how you can turn challenges into opportunities.
Tailor Your Application: Make sure to customise your application to highlight your relationship management skills. We’re looking for someone who understands the importance of building connections, so share examples that showcase your ability to engage with customers effectively.
Be Solution-Focused: In your written application, demonstrate your problem-solving skills. We love candidates who can think on their feet and come up with creative solutions, especially when it comes to turning negative experiences into positive outcomes.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting role. We can’t wait to hear from you!
How to prepare for a job interview at Octopus Energy Ltd
✨Know Your Products Inside Out
Make sure you have a solid understanding of the different leasing products available, like salary sacrifice and consumer offerings. This knowledge will help you confidently discuss options with customers and tailor your approach to their specific needs.
✨Emphasise Relationship Management
Prepare to showcase your relationship-building skills. Think of examples where you've successfully managed customer relationships or turned a negative experience into a positive one. This is key for a Renewals Expert, so be ready to share your strategies!
✨Demonstrate Customer Obsession
Show your passion for customer experience during the interview. Be prepared to discuss how you would go above and beyond to ensure drivers feel valued and understood. Highlight any past experiences where you’ve made a significant impact on customer satisfaction.
✨Be Solution-Focused
Think about challenging conversations you've had with customers in the past. Prepare to discuss how you approached these situations and what solutions you provided. This will demonstrate your ability to handle tough discussions while keeping the customer's best interests at heart.
