Customer Service Advisor

TotalEnergies; Ten Mile Bank; Sur place; GBP 27 000 - 38 000; Plein temps

Résumé du poste

TotalEnergies poursuit son déploiement d’un service client et d’assistance technique pour ses services de mobilité et d’infrastructures de recharge à Londres.

Nous recherchons des agents capables de gérer des demandes complexes, d’expliquer des informations techniques et de respecter les SLA et KPI. Le candidat idéal dispose d’au moins 3 ans d’expérience et maîtrise CRM et Office; connaissance GDPR appréciée.

Qualifications

• Niveau A-Levels/NVQ/HNC/HND ou équivalent.
• Minimum 3 ans d’expérience en service client, support technique ou helpdesk.
• Forte orientation service client et sens commercial.
• Excellentes compétences en communication orale et écrite, capacité d’expliquer des infos techniques.
• Bonnes capacités organisationnelles et gestion de priorités.
• Compétences en résolution de problèmes et dépannage.
• Expérience CRM et suite Office (Excel/Outlook/Word).
• Capacité à travailler en autonomie et en équipe pour respecter SLA/KPIs.
• Expérience avec des données clients sensibles et conformité GDPR.

Responsabilités

• Gérer des demandes clients complexes sur tous les canaux.
• Résoudre les problèmes techniques et fournir les informations produit/service.
• Émettre et envoyer des cartes d’adhésion et traiter les données.
• Réaliser les tâches de facturation et suivi des paiements.
• Soutenir les conseillers niveau 1 et faire escalader au besoin.
• Maintenir conformité et protection des données (GDPR).
• Participer aux réunions d’équipe et à la veille opérationnelle.
• Gérer les workloads pour atteindre KPI et SLA.
• Collaborer avec les équipes transverses et préparer reporting.

Connaissances

Customer service

Communication

Problem solving

Documentation

Formation

A-Levels / NVQ / HNC/HND

Outils

CRM systems

Microsoft Excel

Microsoft Outlook

Microsoft Word

Description du poste

Contexte et environnement

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.

Activités

• 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.

Profil du candidat

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.

Desirable:

• Bachelor's degree in a relevant discipline.
• Experience producing reports and analysing operational data.
• Experience supporting or mentoring colleagues in a customer service environment.