Customer Service Assistant

7 months ago

Norwich, United Kingdom GRIDSERVE Full time

Job Title: GRIDSERVE® **Guru**

Based at: Norwich Electric Forecourt®

Position reports to**:General Manager**

Role overview: You will assist with onsite day to day activities working in collaboration to deliver exceptional standards, awesome customer experience, and commercial optimisation with a genuine commitment to making people happy - guest and team alike.

GRIDSERVE® is an international sustainable energy business headquartered in the UK. Our purpose is to deliver sustainable energy and move the needle on climate change. In 2019, GRIDSERVE® Sustainable Energy Ltd became the UK technology and market leader, delivering the most technically advanced hybrid solar projects ever built in the UK. GRIDSERVE® is also making electric vehicle charging as convenient as petrol refuelling, with a national network of ultra-fast, dependable Electric Forecourts® that provide drivers with the confidence to go electric.

**GRIDSERVE®** **ELECTRIC FORECOURT®**

GRIDSERVE® is responsible for building the UK’s first Electric Forecourt®.

Our site at Norwich, Norfolk is one of the most technically advanced electric vehicle charging stations. With 36 EV charging bays powered by 100% renewable energy and retail facility featuring a high quality lounge for customers to use while their vehicles are charging. This also acts as an educational area, providing information about electric vehicles, solar energy generation and ecology. The site includes extensive landscaping and a picnic area, creating an attractive environment in harmony with nature.

Our ambition is to create a space that encourages EV and Non-EV drivers alike to enjoy a premium retail, EV experience and well-being area where they can interact with the environment and community. The opportunity to create a sustainable business model where we create a hub of likeminded eco lifestyle brands to customers on the move. It is like no other service station; it is a community space that facilitates an optimal premium convenience retail destination.

This role is for a dynamic, personable, and energetic individual to join our Forecourt Operations team to help deliver the customer experience within GRIDSERVE®’s Electric Forecourt®. Working hours will include early and late shifts across 7 days a week, in line with operational forecourt hours of 5:30am - 09:30pm.

**Key Responsibilities**:

- Ensuring brand standards and customer service levels are achieved and are of the highest standards.
- Drive lead generation into GRIDSERVE Car Leasing through customer engagement and knowledge of the products
- Attend regular team briefings to stay aligned with all current promotions and products.
- Deliver an awesome customer experience of showcasing electric vehicles at the Electric Forecourt®
- Be knowledgeable and maintain a customer centric environment, which helps demystify the barriers of electric vehicles and provides a space where customers can learn and reflect on the benefits of electric vehicles.
- Maximise facility utilisation and drive GRIDSERVE® brand advocacy.
- Use in-store technology on new vehicle leasing processes. Make this process seamless, fast, and enjoyable for customers.
- Adhere to all licensing laws.
- Work collaboratively to ensure all audits are passed.
- Adhere to all company policies, procedures and business ethics codes including anti-bribery policy and Environmental and Quality Management System (compliant with ISO 9001 and 14001).
- Act as a keyholder and Duty Manager of the Electric Forecourt® as required.

**Skills / Experience Required**:

- You must have a minimum of 1 years’ customer service experience within a retail, leisure or hospitality environment.
- You must be enthusiastic, determined, and passionate about the customer experience with 1st class standards.
- Have the ability to engage with a range of stakeholders both internal and external.
- A knowledge of electric vehicles is beneficial, but not essential as full training will be provided. However, a passion for sustainability, renewable energy and putting the planet first is a must.
- Self-driven, focused, results and quality oriented, with an ability to plan and prioritise.
- Team player, innovative with sound judgement and solutions driven.
- Able to approach work with positive energy and integrity.
- The ability to foster self-motivation to achieve impeccable service levels.
- Cordial and professional with excellent customer facing skills.
- Effective communication both verbally and in written form.
- Confident in presenting & public speaking. Full training to be given around any topics you may cover.
- Computer literate. Must be a proficient user of Microsoft suite of packages including Word, Outlook, Excel and PowerPoint, where needed.
- Flexible and willing to work a range of early/late shifts, weekends, and bank holidays.
- Full UK driving license held for a minimum of 1 year.

**Company Benefits**:

- 25 days annual leave
- Electric vehicle leasing discounts

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