Your Challenge
We have an exciting opportunity for an outgoing, confident, customer focused individual to join the team in Dundee. The team is the first point of contact for new and existing Electric Vehicle Drivers and Charge Point Owners across the Charge Place Scotland network. If you are motivated, outgoing, confident and keen to learn, we want to hear from you!
You must live within a commutable distance of our new Operations Centre located in the Michelin Scotland Innovation Parc in Dundee and be available to work on the shift pattern, working an average of hours per week on a rolling rota pattern that covers shifts 24 hours, 7 days per week
Don't worry if you have limited experience, we will provide full product knowledge and training in all aspects of the role and industry.
What you will do
1. To provide advice and assistance to Users, Charge point owners, and any other relevant individual or organisation regarding the ChargePlace Scotland network
2. To provide basic technical assistance to Users regarding charge point faults and the like, with reporting of issues as per the processes of the fault management system
3. To provide assistance to Users and potential Users regarding membership of the ChargePlace Scotland network, including registration and provision of RFID media
4. Support the team based out of the offices at the MSIP including the commission of Charge Points and the processing of driver applications; each performed in-line with the timeframes laid out in our contract
5. Act proactively in response to service level timescales and escalations
6. Track faults and new user activity in line with process and timescales, acting where necessary to protect and enhance the customer experience
7. Produce and maintain reporting in a timely and accurate manner on overall performance, and exceptions, as required
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Your Profile
In order to fulfil the role successfully the following are some of the key skills and experience required:
8. Experience in customer service either over the phone or face to face
9. Effective and pro-active communication skills
10. Experience of working with computers, telephones, and social media
11. Motivated to learn new skills in a growing industry
12. Competent in Microsoft Office packages
13. Record keeping and reporting
14. Detail focused and analytical
15. The ability to multi task and prioritise work load
16. Previous service centre or help desk experience would be desirable
17. Excellent organisational skills
18. A good team player with a ‘can do’ attitude and positive approach
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Your Benefit
As well as providing a competitive salary and benefits package, we actively run employee opinion surveys as part of our drive to provide a comfortable and supportive working environment. We will support your development and you will also receive:
19. 33 days holiday (this includes the bank holidays)
20. Your Birthday off
21. Employer pension contributions
22. Employee Assistance Programme
23. Life assurance up to 6x salary