EV Customer Operations Specialist — Hybrid

Confidential; Greater London; Hybrid; GBP 41,328,000 - 49,594,000; Full time

Job summary

Confidential is seeking a Customer Operations Executive for a hybrid role based in Covent Garden. The position is a 3+ month temporary contract starting ASAP, with 3 days in the office and 2 days from home.

Typical hours run Monday to Thursday 09:00–18:00, Friday 09:00–17:00, plus occasional weekend work. You'll resolve inbound queries by phone, become a product expert on EV home chargers, and support customers through the installation journey.

Qualifications

• Experience in a customer support role.
• Familiarity with CRM systems (e.g., Zendesk, Freshdesk, Intercom).
• Experience handling technical queries related to products.
• Proven track record of meeting support KPIs.
• Strong written and verbal communication skills in English.

Responsibilities

• Resolve inbound customer queries via phone with timely and effective solutions.
• Proactively reach out to customers to support them in overcoming hurdles.
• Become a product expert, mastering the installation process and understanding various customer situations.
• Handle escalations and sensitive customer interactions with care and professionalism.
• Collaborate with the Technical Support team, escalating cases as necessary.
• Meet individual KPIs for productivity and quality while contributing to team goals.

Skills

Customer support experience

CRM familiarity

Communication skills

Tools

Zendesk

Freshdesk

Intercom

Job description

Confidential is seeking a Customer Operations Executive for a hybrid role based in Covent Garden. The position is a 3+ month temporary contract starting ASAP, with 3 days in the office and 2 days from home.

Typical hours run Monday to Thursday 09:00–18:00, Friday 09:00–17:00, plus occasional weekend work. You'll resolve inbound queries by phone, become a product expert on EV home chargers, and support customers through the installation journey.