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Customer Service Support Executive

2 months ago

Harpenden, United Kingdom Energy Park Full time

Location: Harpenden, HertfordshireContract: Permanent, Full TimeSalary: circa £36,000 per annum (depending on experience)

Working with the Head of Customer Success, this role offers the opportunity to play a key role in our scaling business, contributing to the growth of our Customer Success function, and the development of our future strategy.

You will assist in the design, definition and implementation of new systems, and the creation of key KPIs, SLAs and feedback mechanisms, whilst also handling day-to-day contact with customers requiring assistance, and pro-actively monitoring our live estate, flagging any concerns.

Acting as the voice of our customers within Energy Park, you'll ensure you understand their needs, communicate these to the business and advocate for them. You’ll work closely with various colleagues and teams across the business, including marketing, field services and sales.

Role responsibilities:

  • Respond to all contact and queries from customers requiring assistance, over telephone and email, and later live chat, providing efficient and effective resolution.
  • Provide professional and consistent communication to customers, following internal guidelines to protect and promote Energy Park’s reputation and brand.
  • Take ownership of monitoring our live estate of EV chargers, identifying issues and taking action when needed, aiming to get ahead of any issue before it escalates and has a detrimental impact on the end user.
  • Identify repeat issues or patterns within our live estate, provide evidence-based recommendations to the Head of Customer Success on scalable processes and solutions.
  • Support the development and growth of the Customer Success function, helping to embed and operationalise our CX strategy and contributing to the creation of KPIs and SLAs.
  • Assist the Head of Customer Success to create innovative but appropriate feedback mechanisms.
  • Monitor and respond to feedback and communication from customers across multiple channels, including Trustpilot and social media channels, escalating issues where needed and conveying the voice of the customer internally to ensure the business are meeting customer needs and goals.
  • Support the Head of Customer Success to communicate and report on customer-focused activity, collating data and assisting with reports and presentations when needed.
  • Use data to spot opportunities for Energy Park to mitigate risks, exceed expectations or expand in the market.
  • Research and monitor competitor activity, focusing on their customer offer and experience. Present ideas for how we might improve our own offering in order to meet business objectives.
  • Contribute to the development of new tools and systems, assisting with testing and system roll out.
  • Maintain accurate and reliable customer records within internal systems and databases, ensuring data is secure but accessible when needed.
  • Support the growth of the team, assisting with training and, in future, potential supervision of Customer Service colleagues.

Experience/qualifications required:

  • Significant experience of working in a Customer Service/Customer Success role, preferably within technology or engineering.
  • Proven passion for best-in-class customer service and experience of contributing to the development and evolution of customer experience within a business.
  • Analytical, enjoys working with data and able to identify opportunities for improvement.
  • Ability to step into a Team Leader role, with experience of managing and motivating high-performing teams.
  • Experience of working to SLAs and KPIs.
  • Self-starter, highly motivated and comfortable working with ambiguity.
  • Tech savvy, with a proven ability to contribute to the development and implementation of systems, tools and feedback mechanisms.
  • Confident with office packages, strong written and verbal communication skills and an unwavering attention to detail.
  • Professional, personable and tenacious.
  • Demonstrable experience of communicating with customers over various channels, able to problem solve.
  • Knowledge of the EV sector is desirable but not essential.

No agents, please. This role is being managed by our retained consultants at HRCentral.

REF-216 383