Senior Customer Service Advisor

Equans is looking for a Senior Customer Service Advisor to join our team in Location on a permanent, home working basis. This is a full time role working 40 hours per week. On offer is a competitive salary, and benefits package.

Overview

Your prime role will be providing solutions on the phone and via email to the technical problems and questions from Electric Vehicle owners who are using chargers operated by Equans EV Solutions.  You will also be supporting the Customer Service Manager and deputising in their absence. You will need to provide support to all the teams for the daytime and nighttime staff to ensure that the phone lines are always manned and running a 24/7 service.

Key activities

• Making customers and their needs the primary focus of your work 
• Staying current with system information, changes and updates 
• Interacting with customers by telephone to understand their problem by evaluating and analysing the symptoms 
• Processing the information in response to their comments and clearly communicating solutions in a user-friendly, professional manner 
• Sending remote commands using our bespoke software 
• Following up and making scheduled call backs to customers where necessary 
• Researching required information using available resources 
• Identifying and escalating priority issues 
• Record keeping – logging each call on our database Performing related work and general administrative support as required 
• Document version control via our OpenCRM FAQs ensure the knowledge base is kept up to date.
• Manage the RFID process
• Maintain the 2 inboxes Genie and Revive to ensure all emails are answered within the 24-hour SLA
• Ensure Social media channels have had a response within the 24-hour SLA
• Manage complaints and liaise with customers for a resolution
• Assist with mentoring and training new starters
• Monitor calls and emails to ensure that our communication with customers is at an excellent standard
• Provide feedback to the members of the team
• Processing refunds for drivers and making sure that they are correctly coded on the accounts.

What can we offer you?

On offer is a competitive salary, and benefits package, which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• A genuine desire to deliver world class customer service.
• Excellent customer service skills.
• Excellent verbal and written communication.
• Positive, can-do attitude and approach.
• The ability to speak clearly and communicate certain technical aspects in simple language.
• The ability to establish rapport quickly with a wide variety of customers in a variety of situations.
• Effective questioning and listening skills.
• The ability to remain calm and polite when under pressure.
• Effectively deal with customers in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• The ability to identify and understand problems and provide solutions over the phone to the customer.
• Organisational skills to be able to multi-task and be flexible.
• An interest in Electric Vehicle technology.
• A current and valid UK driving licence.
• Previous multi-channel Contact Centre experience, Inbound or Outbound, a plus.

Who are we?

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.  

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

EQUANS is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network. 

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.