Leasys
EOC Dispute Resolution Specialist
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Primary purpose of position
The End of Vehicle Lease Disputes Resolution Specialist is responsible for managing and resolving customer disputes arising at the end of contract hire agreements. The role ensures disputes are handled fairly, consistently, and in line with industry standards (including BVRLA Fair Wear & Tear Guidelines), contractual terms, and regulatory obligations, while protecting the company’s commercial interests and maintaining positive customer relationships.
Salary: £27k-£29k basic dependant on experience
Location: 2 days in the office as a minimum (Coventry)
Drivers of Success
Dispute Management
- Manage end-of-lease disputes relating to vehicle condition, damage charges, excess mileage, missing items, and early termination costs.
- Review vehicle inspection reports, photographs, engineer assessments, and contractual documentation to assess the validity of disputes.
- Make fair, evidence-based decisions in line with contract hire agreements and recognised industry standards (e.g. BVRLA Fair Wear & Tear).
- Communicate dispute outcomes clearly and professionally to customers, brokers, and internal stakeholders.
Customer Communication
- Act as a subject-matter expert and point of escalation for end-of-lease disputes.
- Handle complex or sensitive customer cases with empathy, clarity, and professionalism.
- Explain technical vehicle assessments and contractual clauses in a clear and customer-friendly manner.
- Maintain high standards of customer service while balancing commercial and contractual obligations.
Compliance & Governance
- Ensure dispute handling complies with consumer legislation, FCA principles (where applicable), and internal policies.
- Maintain accurate case records and audit trails to support internal reviews, Ombudsman referrals, or legal escalation if required.
- Support responses to complaints escalated to independent bodies, including the BVRLA conciliation process or the Financial Ombudsman Service (where applicable).
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Stakeholder Collaboration
- Liaise with inspection companies, auction partners, refurbishment providers, legal teams, and finance colleagues to resolve disputes.
- Provide feedback to upstream teams (sales, credit, onboarding, vehicle management) to reduce future dispute volumes.
- Support continuous improvement initiatives to improve end-of-lease customer journeys and reduce charge disputes.
Reporting & Continuous Improvement
- Track dispute volumes, outcomes, agreed write-offs, and recovery values.
- Identify root causes and trends in disputes and propose process or policy improvements.
- Contribute to training materials, FAQs, and customer guidance relating to end-of-lease responsibilities.
Job Deliverables
- Strong understanding of contract hire/vehicle leasing and end-of-lease processes
- Working knowledge of BVRLA Fair Wear & Tear Standards
- Excellent attention to detail and evidence-based decision-making
- Confident written and verbal communication skills
- Ability to manage conflict and handle challenging customer conversations
- Strong organisational skills with the ability to manage multiple cases simultaneously
- Commercial awareness balanced with customer fairness
- Proficient in case management systems and Microsoft Office applications
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Necessary actions to achieve deliverables
Essential:
- Experience in end-of-lease, vehicle inspections, contract hire operations, or disputes/complaints handling
- Experience interpreting contracts, inspection reports, and vehicle damage assessments
Desirable:
- Experience working within FCA-regulated environments
- Familiarity with Ombudsman or independent conciliation processes
- Automotive industry background (leasing, fleet, remarketing, or accident management)
Required Knowledge and Skills
Foreign Language skills:
Education level, professional qualifications, vocational training:
Required experience:
- Minimum of 3 years’ experience within a customer resolutions environment
Technical Skills and Personal characteristics:
- Fair, objective, and customer-focused
- Calm under pressure with a solutions-oriented mindset
- High integrity and strong sense of accountability
- Collaborative and improvement-driven
Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply. Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.
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