Context & Environment
TotalEnergies continues to build confidence in the transition to electric vehicles by expanding its citywide charging infrastructure with a diverse range of technologies. These enhancements encourage greater EV adoption, elevate the customer experience, and support London’s ambition to become one of the world’s leading zero‑emission cities.
Activities
- Handle complex or escalated customer enquiries across all channels.
- Troubleshoot technical issues and provide accurate product, system, and service information.
- Issue and send new membership cards, ensuring correct data is recorded and processed.
- Raise invoicing tasks including raising invoices/POs/credit memos and following up on outstanding payments.
- Process manual application of vouchers on customer accounts in line with policy and validation requirements.
- Support Level 1 Advisors by offering guidance, coaching, and second‑line assistance for complex technical or policy-related queries.
- Escalate cases to Level 3 or technical teams when necessary, ensuring clear documentation and communication.
- Maintain high levels of accuracy, compliance, and adherence to data protection standards.
- Identify recurring issues and share insights to support process improvements.
- Participate in team meetings, contribute to knowledge‑base updates, and take part in regular feedback sessions.
- Prioritise and manage workload to meet SLAs, KPIs, and quality targets.
- Collaborate with cross‑functional teams like Commercial, Marketing, Delivery, Finance etc. and prepare reporting/analytics for management meetings.
- Mentor junior advisors by sharing best practices, supporting training sessions, and helping to develop their skills.
Candidate Profile
Required:
- A-Levels, NVQ Level 3, HNC/HND, or an equivalent or higher qualification.
- Minimum 3 years' experience in a customer service, technical support, helpdesk, or similar role.
- Strong customer service and commercial awareness, with experience handling complex customer enquiries and resolving issues.
- Excellent verbal and written communication skills, with the ability to explain technical information clearly to both customers and internal stakeholders.
- Strong organisational skills with the ability to manage multiple priorities while maintaining a high level of accuracy and attention to detail.
- Proven problem-solving and troubleshooting skills.
- Experience using CRM systems and Microsoft Office applications, particularly Excel, Outlook and Word.
- Ability to work independently and collaboratively to meet SLAs, KPIs and quality standards.
- Experience handling sensitive customer information and maintaining compliance with GDPR and data protection requirements.
Desirable:
- Bachelor's degree in a relevant discipline.
- Experience producing reports and analysing operational data.
- Experience supporting or mentoring colleagues in a customer service environment.
Domain: Sales & Marketing
Type of contract: Fixed term position
Experience: Less than 3 years
Employer company: TOTALENERGIES CHARGING SOLUTIONS UK LIMITED