Customer Service Representative

Believ

London

Hybrid

GBP 25,000 - 35,000

Full time

14 days+

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Benefits offered by this job

Competitive salary and bonus scheme

25 days annual leave plus public holidays

Access to wellbeing and mental health benefits

Pension contribution matched up to 10%

Car benefit and cycle to work schemes

Online learning platform access

24 hours Volunteer Time Off

Access to VIP Arena Suites

Enhanced parental leave policies

Job summary

A leading electric vehicle charging network provider in London is seeking a Customer Service Representative. You will act as second-line support, ensuring a great experience for EV drivers using our network. The role involves resolving escalations, managing tickets, and working closely with both internal teams and external partners. Ideal candidates have at least 2 years of customer-facing experience and excellent communication skills. This is a hybrid position with a competitive salary and benefits.

Qualifications

At least 2 years experience within a customer facing role at a consumer focused company.
Proficient in managing customer escalations via phone or email.
Knowledge of GDPR compliance in customer interactions.

Responsibilities

Act as a second line escalation point for customer issues.
Manage and process tickets from customers and call centre agents.
Conduct administrative tasks and monitor payments.

Skills

Excellent written and verbal communication skills

Customer-focused service

Strong problem-solving skills

Highly organized and calm under pressure

Resilience and understanding

2+ years in customer facing role

GDPR compliance awareness

Familiarity with CRM systems

Willingness to learn about EV charging networks

Tools

CRM systems (e.g. Hubspot, Salesforce)

Ticketing tools

Job description

Overview

Believ, formerly known as Liberty Charge, is a Charge Point Operator (CPO) on a mission to make sustainable transport accessible to everyone. We’re building the UK’s most reliable electric vehicle charging network that doesn’t cost the earth and leaves no one behind. Providing equitable access to electric vehicle charging and cleaner air for all is at the heart of the Believ mission. We work with local authorities and businesses to deliver reliable, high‑quality charging networks at pace, at scale and at zero cost.

We offer the advantages of a scale‑up with the security and long‑term backing from Liberty Global (the owners of Virgin Media O2) and Zouk Capital (managers of the Government’s Charging Investment Infrastructure Fund). You’ll join at the start of our scale‑up phase and work with a passionate, supportive team in a fast‑paced, results‑driven environment.

About the role

As the Customer Service Representative, you will be central to ensuring electric vehicle (EV) drivers have a great experience when they use our network of public charge points.

You will act as second‑line support, resolving escalations from our outsourced call centre or direct queries from customers (EV drivers) themselves via email or our back‑office ticketing system.

Your (soon‑to‑be) expertise in our products and services will allow you to resolve many queries quickly and efficiently. For more complex cases, you’ll also work closely with other members of the Consumer Team to investigate back‑office or software issues and often work closely with our Network Operations Team to resolve any network faults. At other times queries and feedback may require further escalation to our 3rd party software support partners, or to other teams within Believ. The role will therefore involve working across a range of parties to understand the root causes of problems, improving our processes and ensuring customer satisfaction.

Responsibilities

Act as a second line escalation point, ensuring timely and accurate resolution of customer issues via phone or email.
Manage and process tickets raised by customers and call centre agents.
Conduct essential administrative and operational tasks, including issuing RFID cards, handling GDPR-related requests (e.g., account deletions), and monitoring outstanding payments.
Work closely with internal teams and external partners to ensure swift resolution of customer‑impacting issues.
Creating and maintaining standard operating procedures to enhance efficiency.
Being a brand ambassador of Believ, ensuring all customer interactions reflect professionalism and adhere to GDPR regulations.

Qualifications

At Believ, we are building a culture that attracts and retains the best talent. We are a dedicated and high‑performing team, accustomed to working at pace in an ever‑evolving industry, and we are looking for people who are as passionate as us about cutting carbon emissions and providing cleaner air for all. The successful candidate will have the following attributes and skills:

Excellent written and verbal communication skills
Care deeply about the customer and delivering a great service
Natural troubleshooter with strong problem‑solving skills
Highly organised and calm under pressure, adhering to the Service Level Agreements (SLAs) set by the company
Exhibits resilience, patience and understanding
At least 2 years experience within a customer facing role at a consumer focused company
Always act in a GDPR compliant manner
Familiarity with CRM systems (e.g. Hubspot or Salesforce etc.) and ticketing tools desirable
Technical understanding of EV charging networks desirable or just a willingness to learn

Benefits

Competitive salary and bonus scheme
25 days’ annual leave, plus the usual 8 UK Bank Holidays and the option to purchase up to 5 additional days per year*
Access to wellbeing and mental health benefits such as the Calm app, personal medical insurance, critical illness cover, dental, optical & travel insurance, income protection and life assurance
Pension contribution matched up to 10%
Access to our car benefit scheme and cycle to work scheme
Access to our online learning platform to continue to develop and grow your career with us.
24 hours a year Volunteer Time Off to support causes that are important to you
Access to VIP Arena Suites at the O2 Arena (London) and First Direct Arena (Leeds)
Enhanced parental leave policies

* This perk can only be availed for the following calendar year by employees who started before 1st December

Location

The role is a full‑time position, working Wednesday through Sunday. It is a hybrid role: we ask that the successful candidate works from our Southwark office on Wednesdays and Thursdays, with the remaining days (Friday to Sunday) worked remotely. Believ is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Seniority level