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Octopus Electric Vehicles is seeking a Renewals Expert to drive customer retention and advocacy in their electric vehicle leasing business. You will manage the pipeline of end-of-lease customers, guiding them through renewal decisions and supporting them to continue their leasing journey.
Key responsibilities include:
- Actively manage end-of-lease customer pipelines, advising customers on renewal options for their electric vehicle leases
- Handle renewals, extensions, and retention across all leasing products (salary sacrifice, consumer, and BCH offerings)
- Develop deep understanding of varying finance products and adapt your approach to different customer segments
- Engage with long-term customers using a relationship-based approach to understand their experience and future needs
- Proactively win back lost customers by repairing relationships and converting negative experiences into positive renewals
- Work collaboratively with peers toward shared team goals, focusing on maximizing the renewal rate
- Follow up promptly with customers and match drivers with ideal vehicles based on their needs
- Demonstrate exceptional customer obsession through consistent care, understanding, and service excellence
You will be part of Octopus Energy Group, a rapidly growing UK start-up transforming the electric vehicle leasing space. The company was named 6th in Tempo's top 100 start-ups to work for in 2025 and won Sunday Times Best Company to Work For in 2024.
Requirements:
- Genuine passion for customer experience and commitment to delivering excellent service
- Ability to match drivers with ideal vehicles and articulate the benefits of lease continuation
- Solution-focused mindset for handling challenging conversations, especially with customers who had poor prior experiences
- Positive team contributor who actively shares knowledge and supports team-based goals
- Proactive learner who takes ownership of your own development and seeks answers independently
