Customer Service Advisor (FTC

TotalEnergies Group; Greater London; Hybrid; GBP 29,000 - 36,000; Full time

Job summary

TotalEnergies Charging Solutions UK Limited in London is seeking a Customer Service Specialist for a fixed-term 2-year contract to manage complex enquiries, troubleshoot issues, issue membership cards, and raise invoices while supporting Level 1 advisors. You will ensure data integrity and data protection compliance in daily operations.

In this role you will collaborate with Commercial, Marketing, Delivery and Finance teams, produce reporting for management meetings, and contribute to knowledge

Qualifications

• Minimum 3 years' experience in customer service, technical support, helpdesk or similar role.
• Strong customer service and commercial awareness with good written and verbal communication.
• Experience using CRM systems and Microsoft Office applications; ability to explain technical information clearly.

Responsibilities

• 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 invoices/POs/credit memos and follow up on payments.
• Process manual voucher applications on customer accounts in line with policy.
• Mentor Level 1 Advisors and provide second-line guidance for complex queries.
• Escalate cases to Level 3 or technical teams with clear documentation.
• Maintain accuracy, GDPR compliance, and data protection standards.
• Identify recurring issues and share insights for process improvements.
• Participate in meetings and contribute to reporting/analytics for management.

Skills

Customer service

Communication

Problem solving

Troubleshooting

Attention to detail

Education

Bachelor's degree or equivalent

A-Levels / NVQ Level 3 / HNC/HND

Tools

CRM systems

Excel

Outlook

Word

Job description

Employer company TOTALENERGIES CHARGING SOLUTIONS UK LIMITED

Domain Sales & Marketing

Type of contract Fixed term position

Contract duration 2 Years

Experience Less than 3 years

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.

Activities

• 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.

Candidate Profile

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.

Joining TotalEnergies means committing to the energy transition and helping provide energy that is more affordable, more available, and more sustainable for as many people as possible. You will grow within an international multi-energy company where every talent matters. You will contribute to ambitious projects and deliver concrete solutions to today's energy challenges.

Throughout your career, you will benefit from a wide variety of assignments and tailored learning opportunities. You will fully develop your potential in an environment that fosters innovation and excellence. Join committed and collaborative teams where success is built together.

We place respect and employee well-being at the heart of our performance. That is why TotalEnergies values diversity and promotes equal opportunities for all.