Vehicle Operations Incident Specialist
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (43.0%).
Occupation Type
Cyber security professionals
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£48,500
(£24.87 per hour)
Occupation rate applies
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Description
London (GB)
Octopus Electric Vehicles 🚙 – Operations - fixed /
Full-time /
Remote
apply for this job
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
The Role, in a nutshell...
We’re looking for a Fleet Incident & Recovery Specialist to play a key role in protecting and elevating the driver experience across our growing fleet.
When something goes wrong — whether that’s a collision, breakdown, or unexpected vehicle fault — this role ensures it is resolved smoothly, professionally, and with genuine care. You will be the person who brings clarity, direction, and momentum to moments that could otherwise damage trust.
This isn’t just about handling complaints.
It’s about delivering successful outcomes.
You’ll make sure drivers feel heard, supported and confident in what happens next while building strong, accountable relationships with our partners to ensure issues are resolved properly and efficiently.
Your impact will be felt in restored confidence, strengthened partnerships, and drivers who stay with us because of how we showed up when it mattered most.
This role will require 1 day monthly in our London.
Octopus Electric Vehicles 🚙 – Operations - fixed /
Full-time /
Remote
apply for this job
What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
The Role, in a nutshell...
We’re looking for a Fleet Incident & Recovery Specialist to play a key role in protecting and elevating the driver experience across our growing fleet.
When something goes wrong — whether that’s a collision, breakdown, or unexpected vehicle fault — this role ensures it is resolved smoothly, professionally, and with genuine care. You will be the person who brings clarity, direction, and momentum to moments that could otherwise damage trust.
This isn’t just about handling complaints.
It’s about delivering successful outcomes.
You’ll make sure drivers feel heard, supported and confident in what happens next while building strong, accountable relationships with our partners to ensure issues are resolved properly and efficiently.
Your impact will be felt in restored confidence, strengthened partnerships, and drivers who stay with us because of how we showed up when it mattered most.
This role will require 1 day monthly in our London.
What You'll Do...
Proactive Incident Ownership: Monitor live fleet alerts including collisions, major faults and breakdown notifications — and take immediate ownership. You’ll contact drivers early, set clear expectations, and guide the resolution from first call through to recovery.
Deliver Confident, Clear Resolutions: Act as the central point of contact during vehicle incidents, ensuring the process feels coordinated and seamless. Whether you resolve directly or manage handovers, you’ll ensure nothing stalls and no driver is left uncertain.
Build Strong Partner Relationships: Work closely with OEMs, dealerships, repairers and recovery providers to drive timely outcomes. You’ll build credibility and trust while holding partners accountable to agreed SLAs.
Turn Insight Into Improvement: Identify recurring issues, delays or performance gaps and escalate them appropriately. Your insight will contribute to improving fleet reliability and partner performance.
Protect the Driver Experience: Review feedback, including CSAT and Trustpilot insights, to ensure concerns are resolved constructively and relationships are strengthened.
Support Wider Fleet Operations:
Proactive Incident Ownership: Monitor live fleet alerts including collisions, major faults and breakdown notifications — and take immediate ownership. You’ll contact drivers early, set clear expectations, and guide the resolution from first call through to recovery.
Deliver Confident, Clear Resolutions: Act as the central point of contact during vehicle incidents, ensuring the process feels coordinated and seamless. Whether you resolve directly or manage handovers, you’ll ensure nothing stalls and no driver is left uncertain.
Build Strong Partner Relationships: Work closely with OEMs, dealerships, repairers and recovery providers to drive timely outcomes. You’ll build credibility and trust while holding partners accountable to agreed SLAs.
Turn Insight Into Improvement: Identify recurring issues, delays or performance gaps and escalate them appropriately. Your insight will contribute to improving fleet reliability and partner performance.
Protect the Driver Experience: Review feedback, including CSAT and Trustpilot insights, to ensure concerns are resolved constructively and relationships are strengthened.
Support Wider Fleet Operations:
Collaborate across insurance, hire vehicles, recall management and wider in-life support to ensure every driver receives a joined-up, high-quality experience.
What You'll Need...
Motor Industry Experience: Experience within aftersales, fleet management, a dealership environment, or working directly with an OEM. You understand vehicle repair journeys, escalation pathways and manufacturer processes.
Outcome-Focused Communication: Confident and clear on the phone, able to guide conversations with professionalism and empathy. You know how to bring reassurance and direction without overpromising.
Ownership & Prioritisation: Comfortable working from live data feeds, prioritising incidents based on urgency and impact. You take responsibility for driving matters forward.
Partner Confidence: Able to challenge constructively when service levels slip. You build respectful but firm relationships that keep drivers at the centre of decisions.
Analytical Awareness: Curious about patterns and performance. You can spot trends that highlight risk or opportunity and contribute meaningfully to improving how we operate.
Adaptability:
What You'll Need...
Motor Industry Experience: Experience within aftersales, fleet management, a dealership environment, or working directly with an OEM. You understand vehicle repair journeys, escalation pathways and manufacturer processes.
Outcome-Focused Communication: Confident and clear on the phone, able to guide conversations with professionalism and empathy. You know how to bring reassurance and direction without overpromising.
Ownership & Prioritisation: Comfortable working from live data feeds, prioritising incidents based on urgency and impact. You take responsibility for driving matters forward.
Partner Confidence: Able to challenge constructively when service levels slip. You build respectful but firm relationships that keep drivers at the centre of decisions.
Analytical Awareness: Curious about patterns and performance. You can spot trends that highlight risk or opportunity and contribute meaningfully to improving how we operate.
Adaptability:
Excited by growth and change. As our fleet scales, you’ll help shape how this function evolves.
Why this role is matters...
This is a high-impact position within a fast-growing business.
You won’t just resolve incidents — you’ll restore confidence, strengthen partnerships and help define what exceptional in-life fleet support looks like.
For someone who finds satisfaction in bringing order to complexity, building trusted relationships, and seeing tangible outcomes from their work, this role offers real purpose.
About Us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
Please note we use AI to help us assess applications fairly and objectively.
If this sounds like you then we'd love to hear from you.
Why this role is matters...
This is a high-impact position within a fast-growing business.
You won’t just resolve incidents — you’ll restore confidence, strengthen partnerships and help define what exceptional in-life fleet support looks like.
For someone who finds satisfaction in bringing order to complexity, building trusted relationships, and seeing tangible outcomes from their work, this role offers real purpose.
About Us
The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.
We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
Please note we use AI to help us assess applications fairly and objectively.
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
apply for this job
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
apply for this job