Octoenergy2mo ago

End of Lease - Team Lead

LondonRemoteFull-timelead

OtherManagementTeam LeadEnd

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Quick Summary

Overview

What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future. The Role, in a nutshell... As the Team Lead for End of Lease, you’ll be responsible for the end of contract and recharge experience in our customer journey.

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OtherManagementTeam LeadEnd

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

The Role, in a nutshell...

As the Team Lead for End of Lease, you’ll be responsible for the end of contract and recharge experience in our customer journey. When a car comes back, it’s our job to ensure the transition is smooth, transparent, and fair.

This isn't just about managing logistics; it’s about leading a team that balances commercial decisions, with a 5* customer experience. You will oversee the assessment of damage charges, handle complex escalations, and ensure that every charge we pass on is justifiable and fair. As a new role in a fast-growing company, you’ll also build our reporting—building the dashboards that show the Senior Leadership Team (SLT) exactly how we are performing on cost recovery and process efficiency.

Lead & Mentor: Manage a growing team (currently 3), taking responsibility for their development, daily output, and ensuring they have the support needed to handle high-pressure customer interactions

Fairness & Quality Control: Oversee the damage recharge process. You’ll ensure we are applying "Fair Wear and Tear" standards consistently, protecting both the business and the customer from unfair costs

Escalations & Complaints: Act as the final point of contact for
end-of-contract disputes. You’ll turn potentially negative situations into positive outcomes through empathy, clear communication, and problem-solving

Build the Engine: This is a new role, so you’ll be building reporting from scratch. You’ll report directly to the SLT on key metrics like total costs recouped, escalation volumes, and dwelling times

Process Transformation: You’ll identify where our current manual "ad-hoc" processes are failing and implement automated, scalable workflows

Stakeholder Bridge: Work closely with our Remarketing team and partners to ensure that vehicle condition reports are accurate and that cars move to their next location without delay

Relevant Experience: You’ve likely led a team in automotive returns, have been a vehicle assessor (customer facing), or in a similar bodyshop/ customer service environment

Conflict Resolution: You are a natural at de-escalating tension. You can explain complex charges to a customer in a way that is "down to earth" and easy to understand

Data: You don't just look at a spreadsheet; you use it to tell a story. You’re comfortable building reports that prove the value of your team’s work to the SLT

Ownership Mindset: You are proactive. If you see a car "dwelling" for too long or a recurring complaint, you don't wait for permission—you find a process fix

A High Bar for Fair: You have a strong understanding of what is "right." You’ll defend a fair charge, but you’ll also be the first to waive one if it isn’t justified

💰 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

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