Renewals Expert

Renewals Expert

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

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. 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

• Why else you'll love it here

• Salary: ask us on a call with a recruiter; flexible, aim to match your experience with the correct salary.

• Octopus Energy Group culture, autonomy, perks hub.

• Octopus Electric Vehicles awards and recognition.

• Things to note

• We are dog friendly company.

• We use AI to help us assess applications; we value unique perspectives.

• About us: The electric revolution etc.