Customer Service Manager

6 days ago

London, United Kingdom Liberty Charge Ltd. Full time

ROLE DESCRIPTION:

Believ: ABOUT US

At Believ, formerly known as Liberty Charge, we believe sustainable transport should be accessible to everyone. We’re a Charge Point Operator (CPO) on a mission to create the UK’s most reliable electric vehicle charging network that doesn’t cost the earth and leaves no one behind.

We work closely with local authorities and businesses to deliver reliable, high quality charging networks at pace, at scale and at zero cost.

We offer all the advantages of being a scale-up business, but with the added security and long-term backing from well-known parents - Liberty Global (who also own our delivery partner, Virgin Media O2) and Zouk Capital (who manage the Government’s Charging Investment Infrastructure Fund).

You’ll be joining this exciting journey at the start of our scale-up phase, and work with us to hit the ambitious targets our shareholders have set. You’ll become part of a passionate and supportive team in a fast-paced, dynamic and result-driven environment.

About the role

We are looking for a 12 month FTC Customer Service Manager. Reporting into our Head of Consumer, you 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 call centre and with our back-office team and the wider business to deliver an exceptional customer experience.

You will be central to ensuring EV drivers have a best-in-class experience when they use our network of charge points. As the Customer Service Manager, you will be managing a Customer Service Representative who will answer the majority of customer tickets (second line support). You will be ensuring that tickets are being answered to the highest quality and in a timely manner by carrying out continuous process and procedure improvements and reporting to achieve and maintain set business metrics.

You will also liase regularly with the first line support outsource call centre to ensure they are delivering the Believ experience to our customers. This involves attending monthly management meetings with their management team to walk through operational metrics. It also involves ensuring the conversation guide/script that agents follow when taking calls on Believ’s behalf is maintained at all times so that the information provided to the customer is accurate and useful.

You will also be responsible for the following:

Managing the day-to-day running of the second line support operational activities, ensuring tickets are handled quickly and to high quality Working closely with our Network Operations team to raise any hardware faults, and with the back office support team for app and software faults. Answer complex customer situations that fall outside of the normal processes and procedures, providing managerial support to the CSR for more challenging tickets to ensure the customer gets the best response whilst protecting the business financials, and brand image When the number of incoming tickets or the complexity of some tickets is higher than usual, supporting the CSR in the answering of tickets. This involves calling or emailing the customer as required to ensure quick and accurate resolution of issues. Managing the ISO compliant complaints process - Answering formal complaints and managing the complaints process in a compliant manner Overseeing the processes to engage with our customers across multiple channels including email, social media and phone if required Carrying out weekly and monthly operational reporting within the Consumer Team to check on ticket closure, and running checks in internal systems to identify bad debt Carrying out daily checks on ticket closure to check tickets are being responded to quickly and identify and resolve any blockers Liaising with internal teams and external partners to ensure issues that impact our customers are fixed in a timely manner. Be the voice of the customer – build up a deep understanding of our customers to support the wider team in looking for ways to improve our digital and customer experience Maintaining the conversation guide with our external call centre, providing them with accurate information Maintaining standard operating procedures and looking for improvements in processes already set up Understanding key Consumer metrics, and ensuring any deviation in the numbers is understood

About you

At Believ, we are building a culture that attracts and retains the best talent. We are a dedicated and high-performing team, accustomed to working at pace in an ever-evolving industry, and we are looking for people who are as passionate as us about cutting carbon emissions and providing cleaner air for all. The successful candidate will have the following attributes and skills:

Care deeply about the customer and delivering a great service 2+ years in a managerial position at a consumer focused company required Excellent written and verbal communication skills Strong in continuous process improvement, looking for ways to improve processes and ways of working to achieve a better result for the customer and the business Highly organised and calm under pressure Ability to maintain great working relationships with service providers and colleagues Comfortable working with technology and explaining it to customers Curiosity and desire to continue to learn about the industry and the technology used Exhibits resilience, patience and understanding Previous experience using a CRM (e.g. Hubspot, Salesforce etc.) Having experience in the energy market and/or the EV charging ecosystem is advantageous but not essential

Benefits

Competitive basic salary 33 days annual leave, including 8 Bank Holiday days Access to wellbeing and mental health benefits such as the Calm app, personal medical insurance, critical illness cover and dental insurance Pension contribution Access to our car benefit scheme Access to our online learning platform to continue to develop and grow your career with us.

Location

The business is currently based in our offices in Southwark. The position is full time office based. Believ 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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