Customer Operations Executive - EV Car Chargers

Confidential; Greater London; Hybrid; GBP 41,328,000 - 49,594,000; Full time

Job summary

Confidential is seeking a Customer Operations Executive for a hybrid role based in Covent Garden. The position is a 3+ month temporary contract starting ASAP, with 3 days in the office and 2 days from home.

Typical hours run Monday to Thursday 09:00–18:00, Friday 09:00–17:00, plus occasional weekend work. You'll resolve inbound queries by phone, become a product expert on EV home chargers, and support customers through the installation journey.

Qualifications

• Experience in a customer support role.
• Familiarity with CRM systems (e.g., Zendesk, Freshdesk, Intercom).
• Experience handling technical queries related to products.
• Proven track record of meeting support KPIs.
• Strong written and verbal communication skills in English.

Responsibilities

• Resolve inbound customer queries via phone with timely and effective solutions.
• Proactively reach out to customers to support them in overcoming hurdles.
• Become a product expert, mastering the installation process and understanding various customer situations.
• Handle escalations and sensitive customer interactions with care and professionalism.
• Collaborate with the Technical Support team, escalating cases as necessary.
• Meet individual KPIs for productivity and quality while contributing to team goals.

Skills

Customer support experience

CRM familiarity

Communication skills

Tools

Zendesk

Freshdesk

Intercom

Job description

Are you ready to be part of an exciting journey working for a company that supply and install smart electric vehicle (EV) home chargers? Our client is on a mission to accelerate the global transition to clean, affordable energy-and they're looking for someone like you to help make it happen. As a Customer Operations Executive, you'll play a key role in supporting customers throughout their EV charging journey, ensuring a seamless and positive experience. If you're a motivated, customer-focused, and passionate about contributing to a more sustainable future, this could be the perfect opportunity for you.

Job Details

• Job Title: Temporary Customer Operations Executive
• Location: Covent Garden (Hybrid) - 3 days in the office, 2 days working from home
• Start Date: ASAP
• Duration: 3+ months
• Pay Rate: 14.85 per hour
• Important: Candidates must be fully available throughout the Christmas and New Year period, as this is a key operational time for the business

Working Pattern

• Full-time role
• 3 days in the office, 2 days working from home
• Approximately 2 weekend days per month
• 1 Saturday and 1 Sunday per month

Working Hours

• Monday to Thursday: 09:00 - 18:00
• Friday: 09:00 - 17:00
• Saturday: 09:00 - 17:00 - 1 per month
• Sunday: 10:00 - 16:00 - 1 per month

What You’ll Do

• Customer Support:
  • Resolve inbound customer queries via phone with timely and effective solutions.
  • Proactively reach out to customers to support them in overcoming any hurdles.
  • Become a product expert, mastering the installation process and understanding various customer situations.
  • Handle escalations and sensitive customer interactions with care and professionalism.
  • Collaborate with the Technical Support team, escalating cases, as necessary.
  • Meet individual KPIs for productivity and quality while contributing to team goals.
• Process and Improvement:
  • Adhere to established team processes and suggest improvements when you spot them.
  • Create and maintain internal knowledge resources to boost team efficiency.
  • Stay curious about our products, the EV industry, and the role of AI in customer support.
  • Foster a positive team culture, especially during high-demand periods.

What We’re Looking For

• Experience in a customer support role.
• Familiarity with CRM systems (e.g., Zendesk, Freshdesk, Intercom).
• Experience handling technical queries related to products.
• A proven track record of meeting support-related KPIs.
• Strong written and verbal communication skills in English.

Nice to Haves

• Knowledge of the EV or clean energy industry.
• Experience in a start-up or scale-up environment.
• Proven ability to identify and drive process improvements.
• Familiarity with AI tools used in customer support workflows.

Diversity Statement

At our organization, we value diversity, equity, and inclusion. We believe in fostering a culture where everyone can be themselves at work. We actively seek out diverse talent and ensure that every application and employee is treated fairly and with equal opportunity to succeed and feel included.