Job description
About us
We are a Charge Point Operator who is dedicated to working with Local Authorities (at County, Borough and Unitary levels) who wish to accelerate the deployment of EV charging solutions to meet their resident’s needs. It is our belief that we can help revolutionise the on-street EV charging marketplace, in urban environments by delivering at scale and offering fully funded solutions.
We have all the benefits of being a scale-up business but with the added security and long term backing from well-known parents; Liberty Global (who own Virgin Media O2 our delivery partner) and Zouk Capital (who have invested on behalf of the Government’s Charging Investment Infrastructure Fund). You’d be joining this exciting journey, at the start of our scale-up phase, so that we can hit the ambitious targets our shareholders have set.
At Liberty Charge we are building a culture that attracts and retains the best talent, who are passionate about making a difference to the climate. We can enable the increasing uptake of EV’s by ensuring the correct solutions exists for everyone to be able to charge; reliably, conveniently and affordably.
We are looking for a Customer Experience Executive, reporting into our Head of Product & Experience, who will be responsible for the day-to-day escalation management and resolution of our customers by working as a second line support for our outsourced 24/7 call centre and with our Marketing team to manage social media interactions where required.
As the Customer Experience Executive, you will be central to ensuring EV drivers have a great experience when they use our network. You will liaise with our outsourced customer support teams to help them resolve more complicated issues, working closely with our Operations team to resolve any hardware or software faults while communicating with our customers via our various outreach channels to deliver excellent customer outcomes. You will also support the Head of Product and Experience in constantly refining our customer journey for a best-in-class experience. You will also be responsible for the following:
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Acting as a second line escalation point; overseeing the processes to engage with our customers across multiple channels including email, social media and phone if required
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Being a brand ambassador of Liberty Charge when responding to direct customer queries and feedback, adhering to GDPR rules at all times
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Managing administration of business accounts (e.g. fleets) including invoicing and liaising with key external contacts on day-to-day matters, until the line of business has grown to need dedicated staffing
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Liaising with the Network Operations team in responding to issues that impact our customers
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Feeding information and customer feedback to internal stakeholders, including the Product team
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Ensuring all departments concerned have access to the relevant information from our CPO platform and call centre vendor
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Constantly looking for ways to improve our digital and customer experience, drawing on your experience, voice of our customer and passion for making carbon-free eMobility a reality
The successful candidate will have the following:
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Excellent written and spoken communication skills
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Strong problem solving skills
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Ability to maintain great working relationships with service providers and colleagues
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Highly organised and calm under pressure
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Comfortable working with technology and explaining it to customers, from the operation of a chargepoint through to working with spreadsheets and a CRM system for tracking and reporting, with the desire to continue to learn
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Exhibits resilience, patience and understanding
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Care deeply about customer experience
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Having experience in the energy market and/or the EV charging ecosystem is advantageous but not essential; strong people skills and a desire to solve problems is vital
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Experience within a customer facing role at a consumer focused company required
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Previous experience using a CRM (e.g. Hubspot, Salesforce etc.) desirable
Benefits:
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Competitive basic salary starting at 30,000 per annum
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33 days annual leave including 8 Bank Holiday days
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Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance
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Pension contribution
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Access to our car benefit scheme
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Access to our online learning platform to continue to develop and grow your career with us
Liberty Charge 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.
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