Renewals Expert

Octopus Electric Vehicles Limited; Weybridge; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Dog-friendly office

Hybrid role

Job summary

Octopus Electric Vehicles Limited in Weybridge is seeking a Driver Success specialist to maximise retention and satisfaction at lease end. You’ll focus on renewals, win-back of controllable leavers, and relationship-driven service to keep drivers with us.

This hybrid role requires engaging with existing customers across our leasing products and delivering exceptional care. Three days per week in Weybridge, with a strong emphasis on customer experience.

Qualifications

• Passion for customer experience and retention.
• Ability to match drivers with their ideal next car and articulate benefits.
• Proactive attitude toward learning and problem solving.

Responsibilities

• 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 leasing products, including salary sacrifice, consumer, and BCH offerings.
• Engage with long-term customers to understand experience and future needs.
• Proactively win back lost customers, repairing relationships and turning detractors into advocates.
• Take ownership of shared team goals to deliver the highest possible renewal rate.
• Follow up with all customers promptly and match drivers with their ideal car based on needs.
• Be customer obsessed, delivering next-level care and service to ensure drivers stay.

Skills

Customer focus

Relationship building

Communication skills

Problem solving

Team player

Job description

Weybridge (GB)

Octopus Electric Vehicles – Growth - variable /

Full-time

Hybrid

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

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.

This is a hybrid role, with 3 days per week based in our Weybridge office.

What You'll Do

• 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. This will require a strong understanding of the varying finance products available and the ability to confidently manage and adapt to different customer types across each product line.
• 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, through consistently demonstrating next level care, understanding, and service to ensure drivers have every reason to stay and continue their journey with us

What You'll Need

• A genuine passion for customer experience and a strong commitment to doing the basics well for a great customer experience, and want 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

Things to note

• 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
• We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!

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.

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.

Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. We’re lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If you’d like to know more about how we use your data, you can reach out to us via email at [email protected]. We’re happy to help!