Renewals Expert

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

• 💰 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

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!