octoenergy - End of Lease Specialist
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Requirements
• 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
Responsibilities
• 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
Benefits
• 🎉 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 • P.s. 🐶 just to let you know, we are 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
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