Customer Service Specialist in Stoke-on-Trent

As a Customer Service Specialist, you will deliver efficient and effective support to customers across multiple communication channels, including email, live chat, telephone, and online forms, with an emphasis on achieving first-contact resolution. You will also play a pivotal role in supporting our monitoring and operations teams ensuring the smooth and reliable operation of our EV infrastructure.

MAIN RESPONSIBILITIES

• Assist and guide our customers through the charging process across various channels including Telephony, Email and Live Chat.
• Monitoring and management of customer cases raised by the Customer Services Desk within the Management System.
• Ensure the customer cases are investigated and responded to in accordance with our service levels and existing processes.
• Accurately review customers' transactions in multiple payment platforms to answer payment queries and process refunds when needed.
• Monitoring of the EV infrastructure, including using EV manufacturer software to identify issues and raising work orders on issues identified.
• Support the monitoring activities through case analysis to identify the charger problems within the EV charger network.
• Develop a strong relationship with support functions within GRIDSERVE to continually improve processes and policies following direct customer interaction and feedback.
• Troubleshoot and resolve technical incidents or complaints at first point of contact using several supporting systems and colleagues.
• Become a GRIDSERVE ambassador, ensuring, where relevant, that our products and services are signposted through customer interactions.
• Design your own learning and development plan, leaning on Managers and resources to plan out your future within GRIDSERVE.
• Maintain our key performance targets, ensuring our customers receive both the quality and efficiency required.
• Follow communication procedures and guidelines.
• Assist with any other administrative duties to promote the smooth operation of the Customer Department and the Customer Service team.

Required Experience

• Proven experience of delivering exceptional customer service, ideally within a Contact Centre.

Required Skills and Abilities

• Flexibility to work in shifts, including early/late shifts and weekends covering operating hours from 8am to 8pm; must be available to work every Saturday or every Sunday.
• Must be able to attend face-to-face quarterly events.
• Self-driven, customer focused, results-oriented and quality oriented.
• Team player, supportive of the wider team.
• Able to approach work with positive energy and integrity.
• Accurate and good attention to detail.
• The ability to work efficiently in a fast-paced and pressurised environment.
• Respectful, empathetic, and professional with excellent customer facing skills.
• Effective communication both verbally and in written form.
• Computer literate with a capability of navigating multiple systems simultaneously. Must be a proficient user of Microsoft suite of packages.
• Applicants must be UK residents, with the legal right to work in the United Kingdom.

GRIDSERVE® is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond.