Working at char.gy We are a leading charge point provider and operator for electric vehicles in the UK, managing over 3,600 public charge points. We are committed to providing reliable, convenient and affordable charging infrastructure that is accessible to all, particularly the 40% of UK households without private driveways that rely on public charging. char.gy is dedicated to reshaping the landscape of electric vehicle charging by delivering meaningful and long-lasting outcomes, to ensure a sustainable, reliable and accessible future for all. We believe our employees are the electric spark igniting our success. Were dedicated to our culture, and ensure that every individual feels charged up and empowered to accelerate their career which is why we have been recognised as a "Great Place to Work" and a "Living Wage Employer". Together, were shaping the future as societys preferred EV charging network. char.gy limited is committed to creating an environment where diversity is valued and encouraged. We believe that the best work is done in teams where we can fully be ourselves. char.gy seeks to recruit, develop and retain the most talented people from a diverse pool of candidates and encourages an ethos where we can all do our very best work. Head of Driver Support We are looking to hire a Driver Support Manager on a maternity cover for 9 12 months, to aid the drivers using our service. You will be responsible for managing the day-to-day Customer Support function and continuing to build on the strategy, so that we learn more who our customers are, and how satisfactory their experience is. We want to provide our Drivers with the best experience, both from a charging perspective and customer support, so you will need excellent interpersonal skills to translate Driver needs into requirements for us to make improvements to systems and processes. Responsibilities: Answer tickets in our support system and escalate any actions to field services or the development team as required. Spot trends / patterns to identify where improvements need to be made or if there are bugs that need resolving on our platform. Review and develop our online help and online ticketing system. Perform monthly reporting for tickets and calls and monitor SLAs. Scope out and execute on key Driver Support projects, as determined by the C-Suite Work with our Marketing team to develop the communication strategy for our drivers and contribute information to be communicated via email and social media. Manage the relationship with our 3rd party, 1st Line driver support partner. Take 2nd Line support calls escalated from our 1st Line driver support partner. Deal with payment, billing enquiries and disputes. Create a strategy for how and when we do Customer Satisfaction surveys (including visibility on Google reviews/Trustpilot) and how we use the results. This role will suit you if you: have experience of managing relationships with customer support suppliers, i.e. The AA. are a systems-focused person who is comfortable with the detail but also taking a birds eye view of how systems and processes work together and spot areas for improvement. have strong execution abilities with examples of projects that have been delivered successfully. have worked in customer service, or as a customer relations agent, and enjoys working in a service-based role helping customers. have excellent communication and problem-solving skills. can respond quickly and provide customer service in a fast-paced environment. are comfortable walking customers through how to use an app. are experienced with using service desk, ticketing and/or CRM systems. have a willingness to learn about the EV sector. What do we offer? Being committed to our employees mean we offer more than just a competitive salary: Our commitment to diversity, inclusion and sustainability is embedded in what we do and how we act as a company. We believe we do our best work when we're connected which is why we allow our employees to work from home up to 2 days a week. 25 days off to go on holiday and recharge your batteries Celebrate having a child with enhanced maternity, paternity and adoption leave packages. By joining a dynamic environment like ours - you can learn, develop and grow your career because you're in the driving seat We cover your premium for a fully comprehensive private medical insurance with Bupa. We cover your premium for a fully comprehensive private level 2 dental insurance with Bupa. We offer season ticket loan via our portal Lets Commute to help employees to spread the cost of their travel ticket through monthly deductions from their salaries. We understand that life can sometimes throw unexpected challenges in your way and if our employees are unable to work for an extended period. Unum covers 75% of your salary for up to three years and to a maximum of £120,000. 10 personal fulfilment days to mix and match between having a "Life Admin", "Emergency", "Birthday Off" or "Personal Development". We provide you with Life Assurance benefit at 4 times your salary Call our employee assistance programme when you need someone to talk to via UNUM. Please note: you must have valid right to work in the UK, we unfortunately cannot provide sponsorship. ADZN1_UKTJ