Customer Service Advisor

SWARCO; Dundee; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading electric vehicle service company in Dundee seeks a confident and customer-focused individual for a customer service role. You will assist users with the ChargePlace Scotland network, provide technical support for charge points, and manage user registrations. The ideal candidate should be motivated, possess strong communication skills, and be adept with computers. Shifts will cover 24/7 operations. This role offers a competitive salary, generous holiday allowance, and various benefits.

Benefits

33 days holiday including bank holidays

Birthday off

Employer pension contributions

Employee Assistance Programme

Life assurance up to 6x salary

Qualifications

• Experience in customer service over the phone or face to face.
• Effective communication and proactive skill set.
• Ability to multi-task and prioritize workload.

Responsibilities

• Provide advice and assistance to users of the ChargePlace Scotland network.
• Assist users with charge point faults and reports.
• Support team operations in line with contract timeframes.

Skills

Customer service experience

Effective communication skills

Computer and telephone proficiency

Motivated to learn

Detail focused and analytical

Organizational skills

Team player attitude

Tools

Microsoft Office

Job description

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

• To provide advice and assistance to Users, Charge point owners, and any other relevant individual or organisation regarding the ChargePlace Scotland network
• 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
• To provide assistance to Users and potential Users regarding membership of the ChargePlace Scotland network, including registration and provision of RFID media
• 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
• Act proactively in response to service level timescales and escalations
• Track faults and new user activity in line with process and timescales, acting where necessary to protect and enhance the customer experience
• Produce and maintain reporting in a timely and accurate manner on overall performance, and exceptions, as required

Profile

In order to fulfil the role successfully the following are some of the key skills and experience required :

• Experience in customer service either over the phone or face to face
• Effective and pro‑active communication skills
• Experience of working with computers, telephones, and social media
• Motivated to learn new skills in a growing industry
• Competent in Microsoft Office packages
• Record keeping and reporting
• Detail focused and analytical
• The ability to multi‑task and prioritise workload
• Previous service centre or help desk experience would be desirable
• Excellent organisational skills
• A good team player with a ‘can do’ attitude and positive approach

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 :

• 33 days holiday (this includes the bank holidays)
• Your Birthday off
• Employer pension contributions
• Employee Assistance Programme
• Life assurance up to 6x salary