Customer Service Advisor

TotalEnergies Group; Greater London; Hybride; GBP 27 000 - 38 000; Plein temps

Résumé du poste

TotalEnergies Charging Solutions UK Limited in London is seeking an experienced customer service/technical support professional to handle escalated enquiries, troubleshoot issues, and manage data with GDPR compliance. The role includes invoicing tasks, voucher processing, and cross-functional collaboration to meet SLAs and KPIs.

You will mentor junior advisors, contribute to knowledge bases, and help drive process improvements within a dynamic EV charging ecosystem in London.

Qualifications

• 3+ years in customer service, technical support, helpdesk or similar.
• Strong customer service and commercial awareness with complex enquiries.
• Clear verbal and written communication for customers and stakeholders.
• Able to manage multiple priorities with accuracy and attention to detail.
• Experience using CRM systems and MS Office applications (Excel/Outlook/Word).
• Experience handling sensitive information with GDPR/data protection compliance.

Responsabilités

• Handle complex or escalated customer enquiries across all channels.
• Troubleshoot technical issues and provide accurate product, system, and service information.
• Issue and send new membership cards, ensure correct data recording.
• Raise invoicing tasks including invoices/POs/credit memos and follow up on payments.
• Process manual voucher applications on customer accounts per policy.
• Support Level 1 Advisors with guidance and second-line assistance.
• Escalate cases to Level 3 or technical teams with proper documentation.
• Maintain high levels of accuracy, compliance, and data protection standards.
• Identify recurring issues and share insights for process improvements.
• Participate in team meetings, contribute to knowledge bases, and feedback sessions.
• Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
• Collaborate with Commercial, Marketing, Delivery, Finance; prepare management reports.
• Mentor junior advisors and help develop their skills.

Connaissances

Customer service

Technical support

Problem solving

Communication skills

Organizational skills

Data protection awareness

Team collaboration

Formation

A-Levels / NVQ Level 3 / HNC/HND or equivalent

Bachelor's degree in a relevant discipline

Outils

CRM systems

Microsoft Office (Excel, Outlook, Word)

Description du poste

Ciudad LONDON

Workplace location LONDON-TEN UPPER BANK STR(GBR)

Empresa empleadora TOTALENERGIES CHARGING SOLUTIONS UK LIMITED

TotalEnergies continues to build confidence in the transition to electric vehicles by expanding its citywide charging infrastructure with a diverse range of technologies. These enhancements encourage greater EV adoption, elevate the customer experience, and support London’s ambition to become one of the world’s leading zero-emission cities.

• Handle complex or escalated customer enquiries across all channels.
• Troubleshoot technical issues and provide accurate product, system, and service information.
• Issue and send new membership cards, ensuring correct data is recorded and processed.
• Raise invoicing tasks including raising invoices/POs/credit memos and following up on outstanding payments.
• Process manual application of vouchers on customer accounts in line with policy and validation requirements.
• Support Level 1 Advisors by offering guidance, coaching, and second - line assistance for complex technical or policy-related queries.
• Escalate cases to Level 3 or technical teams when necessary, ensuring clear documentation and communication.
• Maintain high levels of accuracy, compliance, and adherence to data protection standards.
• Identify recurring issues and share insights to support process improvements.
• Participate in team meetings, contribute to knowledge - base updates, and take part in regular feedback sessions.
• Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
• Collaborate with cross - functional teams like Commercial, Marketing, Delivery, Finance etc. and prepare reporting/analytics for management meetings.
• Mentor junior advisors by sharing best practices, supporting training sessions, and helping to develop their skills.

Required:

• A-Levels, NVQ Level 3, HNC/HND, or an equivalent or higher qualification.
• Minimum 3 years' experience in a customer service, technical support, helpdesk, or similar role.
• Strong customer service and commercial awareness, with experience handling complex customer enquiries and resolving issues.
• Excellent verbal and written communication skills, with the ability to explain technical information clearly to both customers and internal stakeholders.
• Strong organisational skills with the ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
• Proven problem-solving and troubleshooting skills.
• Experience using CRM systems and Microsoft Office applications, particularly Excel, Outlook and Word.
• Ability to work independently and collaboratively to meet SLAs, KPIs and quality standards.
• Experience handling sensitive customer information and maintaining compliance with GDPR and data protection requirements.
• Bachelor's degree in a relevant discipline.
• Experience producing reports and analysing operational data.
• Experience supporting or mentoring colleagues in a customer service environment.