End of Contract & Recharges - Team Lead
Full-timeJob Overview
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.
This role will require 2 days monthly in our London, or a partner office.
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.
This role will require 2 days monthly in our London, or a partner office.
What you'll do...
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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
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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
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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
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Process Transformation: You’ll identify where our current manual "ad-hoc" processes are failing and implement automated, scalable workflows
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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
What you'll need...
- 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