End of Lease Specialist

Responsibilities

• Damage Assessment: review collection reports and high‑res photos to identify damage that falls outside of standard Fair Wear and Tear.
• Early Terminations: guide employees and employers through the early termination process, explaining complex next steps and potential costs with empathy and clarity.
• Issuing Appraisals: create and issue accurate damage appraisals to customers, ensuring all communications are sent within strict SLAs.
• Escalations & Disputes: act as the first point of contact for customers with questions or disputes, handling sensitive conversations about charges with a focus on fair resolution.
• Quality Control: compare third‑party collection data against internal records to ensure every recharge is 100% accurate and fair before it reaches the customer.
• Process Support: work closely with the Team Lead to identify "dwelling" stock and help move cars through the return‑to‑disposal pipeline efficiently.

• Attention to Detail: zero‑error mentality and thorough task completion.
• Fair Wear & Tear Knowledge: comfortable with industry guidelines such as BVRLA standards and able to explain them in plain English.
• Strong Communication: capable of discussing money and charges with customers, firm when necessary yet helpful and professional.
• Organisation: thrive in a fast‑paced environment and manage multiple cases simultaneously without error.
• Problem‑Solving Spirit: see disputes as opportunities to provide fair solutions and protect company reputation.

2 days monthly in London, or a partner office.

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.