Senior Customer Service & Technical Support Advisor

TotalEnergies Group; Greater London; Hybrid; GBP 27,000 - 38,000; Full time

Job summary

TotalEnergies Charging Solutions UK Limited in London is seeking an experienced customer service/technical support professional to handle escalated enquiries, troubleshoot issues, and manage data with GDPR compliance. The role includes invoicing tasks, voucher processing, and cross-functional collaboration to meet SLAs and KPIs.

You will mentor junior advisors, contribute to knowledge bases, and help drive process improvements within a dynamic EV charging ecosystem in London.

Qualifications

• 3+ years in customer service, technical support, helpdesk or similar.
• Strong customer service and commercial awareness with complex enquiries.
• Clear verbal and written communication for customers and stakeholders.
• Able to manage multiple priorities with accuracy and attention to detail.
• Experience using CRM systems and MS Office applications (Excel/Outlook/Word).
• Experience handling sensitive information with GDPR/data protection compliance.

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, ensure correct data recording.
• Raise invoicing tasks including invoices/POs/credit memos and follow up on payments.
• Process manual voucher applications on customer accounts per policy.
• Support Level 1 Advisors with guidance and second-line assistance.
• Escalate cases to Level 3 or technical teams with proper documentation.
• Maintain high levels of accuracy, compliance, and data protection standards.
• Identify recurring issues and share insights for process improvements.
• Participate in team meetings, contribute to knowledge bases, and feedback sessions.
• Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
• Collaborate with Commercial, Marketing, Delivery, Finance; prepare management reports.
• Mentor junior advisors and help develop their skills.

Skills

Customer service

Technical support

Problem solving

Communication skills

Organizational skills

Data protection awareness

Team collaboration

Education

A-Levels / NVQ Level 3 / HNC/HND or equivalent

Bachelor's degree in a relevant discipline

Tools

CRM systems

Microsoft Office (Excel, Outlook, Word)

Job description

TotalEnergies Charging Solutions UK Limited in London is seeking an experienced customer service/technical support professional to handle escalated enquiries, troubleshoot issues, and manage data with GDPR compliance. The role includes invoicing tasks, voucher processing, and cross-functional collaboration to meet SLAs and KPIs.

You will mentor junior advisors, contribute to knowledge bases, and help drive process improvements within a dynamic EV charging ecosystem in London.