EV Charging Support Specialist - Customer Success

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

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