Vehicle Operations Specialist

About the Role

Octopus Energy is seeking a Vehicle Operations Specialist to manage and enhance the driver experience across our expanding electric vehicle fleet. This key role involves taking charge of vehicles that become unavailable due to accidents, maintenance, faults, or other reasons. You will implement structured and clear processes, ensuring timely resolution and minimization of vehicle downtime while supporting and communicating effectively with drivers and partner organizations.

Key Responsibilities

• Take comprehensive ownership of all off-road vehicles, serving as the primary escalation point for complex and critical cases, analyzing events thoroughly and guiding next steps.
• Manage driver complaints and dissatisfaction related to vehicle downtime, ensuring adherence to internal protocols and regulatory standards.
• Develop and maintain strong, trustworthy relationships with OEMs and partners, holding them accountable to agreed standards and timelines while collaborating closely with Network Managers to improve aftersales performance.
• Lead continuous improvement initiatives incorporating insights from case management and overall trends to optimize downtime handling and enhance driver outcomes.

Required Experience and Skills

• Minimum of five years' experience within the motor industry's aftersales sector, especially in main dealer or franchise environments, with a solid understanding of service, maintenance, repair, warranty processes, and dealer network operations.
• Technical proficiency to interpret dealership and OEM reports, confidently challenge any inconsistencies in diagnosis, timelines, or solutions.
• Strong accountability for managing complex cases from escalation through to resolution, with a proactive approach beyond simply following processes.
• Experience in complaint management and working within structured or regulated frameworks.
• Excellent organizational skills to handle multiple complicated cases simultaneously, maintaining control and attention to detail under pressure.
• Effective communication skills including de-escalation techniques and leading difficult conversations with clarity and professionalism.
• Demonstrated ability to build and influence partner relationships, including escalation capabilities to ensure timely resolution.
• Analytical skills to detect patterns in vehicle downtime and partner performance, using insights to suggest operational improvements.
• Resilience and adaptability to thrive in a fast-moving, changing work environment.

About Octopus Electric Vehicles

Octopus Electric Vehicles is part of the Octopus Energy Group and is committed to advancing sustainable transport solutions through innovative electric car leasing and seamless customer experiences. We aim to simplify the transition to electric driving by offering integrated car, charger, and energy packages. Our mission includes decarbonizing transport and providing fair pricing with excellent customer service.

Additional Information

Salary details are flexible and are discussed personally to ensure alignment with candidate experience, aiming to attract the best fit regardless of advertised figures. Octopus Energy prides itself on a unique and supportive culture with autonomy and rapid decision-making, complemented by numerous employee benefits. The company has been recognized as a top employer in various rankings and encourages diversity and inclusivity in hiring.

Octopus Energy is dog-friendly at its offices and accommodates any specific interview needs to support candidates through the recruitment process. We use AI tools to objectively and fairly assess applications while final decisions are made by experienced talent professionals.