At a Glance
- Tasks: Deliver exceptional customer service and resolve queries in a fast-paced environment.
- Company: Join Osprey, a leading UK EV charging network committed to sustainability.
- Benefits: Hybrid work model, competitive salary, and a supportive workplace culture.
- Other info: Opportunity for career growth in a dynamic and innovative team.
- Why this job: Be part of a mission to revolutionise the EV charging experience for future generations.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 32000 - 39000 £ per year.
ABOUT US: We are building the charging network for the future of transport, to benefit the next generation and our planet. Osprey is one of the UK’s largest and most popular public rapid charging networks for electric vehicles. We provide all drivers with high-power charging at a convenient and thoughtfully placed network of locations, across the UK. The experience is fast, reliable, open-access and easy-to-use, and we invest in long-term partnerships. Osprey is consistently ranked in the top 3-4 public charging networks in the UK by independent customer satisfaction surveys. We are proud to be accredited as a ‘2025 Great Place to Work,’ consistently striving to create an inspiring and supportive environment where everyone can thrive. Our purpose is to create a healthier environment for current and future generations. We help landlords achieve their sustainability goals by providing a fully funded, maintained, and operated EV charging infrastructure solution. We advocate for accessible charging and removing barriers to electrification for all drivers, including business fleets of all sizes through roaming and fleet solutions.
LOCATION: Hybrid – Office & Home-based (Weekdays in the office, weekend work at home).
DAYS/HOURS: Up to 5 days a week which includes a Monday, Friday and weekends (Saturday and/or Sunday). Weekend work is critical for this customer care role. Hours are 09:00 – 17:30 however can discuss additional flexibility if needed.
ABOUT THE ROLE: Are you a people person? Do you thrive in a fast-paced environment? We’re looking for a Customer Care Administrator with a passion for delivering exceptional customer service who has the initiative and troubleshooting skills to handle customer queries and issues efficiently. This role sits between a traditional L1 and L2 support position, meaning you will handle a mix of straightforward and complex customer issues—escalating only when necessary while ensuring excellent service to our users.
ROLES & RESPONSIBILITIES:
- Acting as the first point of contact for customer queries but with the expertise to go beyond basic troubleshooting.
- Understanding, analysing, and resolving issues efficiently while knowing when to elevate.
- Investigating and resolving customer issues—ranging from simple fixes to more in-depth troubleshooting. This includes but is not limited to: Billing and transaction queries, receipt requests, FAQs, complaints and reporting and data collection.
- Working independently while being an active team player in a collaborative environment.
- Documenting solutions and improving processes to enhance future support efficiency.
- Providing feedback on recurring issues and contributing to continuous improvement efforts.
SKILLS AND EXPERIENCE:
- Excellent verbal and written communications skills.
- Proficiency in Salesforce or other CRM tools is a plus.
- Passionate about exceptional customer service with previous experience.
