Renewals Expert

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.

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 of our leasing products, including salary sacrifice, consumer, and BCH offerings; 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

Requirements

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

Benefits

Octopus Employee Benefits perks hub; Dog friendly offices