Customer Service Representative

Liberty Charge Ltd.; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Believ, formerly Liberty Charge, seeks a Customer Service Representative to enhance the EV charging experience. Responsibilities include resolving customer queries, managing tickets, and collaborating with internal teams. The ideal candidate will excel in communication and problem-solving, contributing to our mission for sustainable transport.

Benefits

25 days' annual leave plus bank holidays

Pension contribution matched up to 10%

Access to wellbeing benefits

Cycle to work scheme

Volunteer Time Off

Virgin Media / O2 discounts

Qualifications

• 2 years experience in a customer facing role.
• Ability to work under pressure and adhere to SLAs.
• Familiarity with EV charging networks is a plus.

Responsibilities

• Act as second line support for customer issues via phone and email.
• Manage customer tickets and resolve escalations.
• Conduct administrative tasks, including GDPR compliance.

Skills

Written communication

Verbal communication

Problem-solving

Organizational skills

Customer service

Tools

CRM systems

Ticketing tools

Job description

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At Believ, formerly known as Liberty Charge, we’re committed to sustainable transport being accessible to everyone. We’re a Charge Point Operator (CPO) on a mission to create 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 achieving cleaner air for all, is at the heart of the Believ mission. We work closely with local authorities and businesses to deliver reliable, high quality charging networks at pace, at scale and at zero cost.

We offer all the advantages of being a scale-up business, but with the added security and long-term backing from well-known parents - Liberty Global (who also own our delivery partner, Virgin Media O2) and Zouk Capital (who manage the Government’s Charging Investment Infrastructure Fund).

You’ll be joining this exciting journey at the start of our scale-up phase, and working with us to hit the ambitious targets our shareholders have set. You’ll become part of a passionate and supportive team in a fast-paced, dynamic and result-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 the 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.

You will be responsible for the following:

• 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 center 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.

About you

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
• 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
• Virgin Media / O2 discounts and offers
• 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.