Job Description

Job Title

Customer Support Executive

Job Details

Full Time / Part Time considered

Permanent

Location: in Office - Peterborough

The Role

We’re looking for a Customer Support Executive to join our Customer Support team as we continue to grow in a fast-paced market. You’ll be responsible for responding to customer contact, both over the phone and via email, and delivering an exceptional customer experience at every touchpoint of their journey with us.

Job Description

At Smart Home Charge we set ourselves apart as a high-quality, premium electric vehicle charge point installer, which means ensuring an unrivalled and seamless customer experience is paramount.

You’ll focus on creating happy customers from the point of initial contact through to booking and post-installation support, helping to maintain our reputation for high standards and therefore driving word-of-mouth and referrals for future work.

Key responsibilities include:

• Taking inbound queries via phone, email and SMS – building a rapport with, and delivering a personalised service to every customer
• Outbound contact to customers to ensure we fully understand their needs and identify additional requirements
• Keeping our bespoke customer management system up-to-date with relevant notes and tasks
• Troubleshooting and identifying solutions to any customer issues which, at times, will include resolving technical issues
• Organising and booking installation appointments and service visits – paying close attention to engineer locations and planning travel routes that maximise engineer time

Key requirements:

• Exceptional customer-focused written and verbal communication skills.
• Confident learning and navigating internal systems as well as technical specifications and detail relating to the products we offer
• Ability to adapt communication style to each customer – translating technical jargon and information into easily understandable terms where required
• Unrelenting focus on getting the right outcome for the customer first time and removing the need for repeat contact
• Awareness of the importance of accurate notes and recording next best action
• Previous experience working in a scheduling team would be beneficial.
• Knowledge or experience of electric cars is a bonus, but not essential.

Salary

+ DOE

Benefits

• 20 days annual leave plus bank holidays
• Flexible and hybrid working – option to work from home for part of the week
• Workplace pension
• Electric car salary sacrifice scheme
• Cycle to work scheme
• Health and wellbeing scheme
• Gifts on your birthday
• Monthly surprise treats, such as breakfast
• Ongoing training and development
• Free on-site parking

About the company

Smart Home Charge is a leading nationwide retailer and installer of electric vehicle home charge points.

In a market where electric vehicles already account for 16% of new car sales, and only set to increase, and an estimated 14.4 million homes that are ideally suited for a home charger installation, we are at the forefront of a fast-paced, innovative, and growing sector.

Our ambition is to be the number one independent installer in the UK by making electric car charging simple.

We’re dedicated to providing a premium installation service and unrivalled customer experience, setting us apart from the average electrician.

Our Which? Trusted Trader status (the only installer to achieve this) is proof of our commitment to excellence across the business. This is backed up by more than 1,000 Trustpilot reviews, where we are rated Excellent and have maintained a score of 4.9 out of 5.

Join us as we enter an exciting new era of electrified transport.

Job Type: Full-time

Salary: From £20,000.00 per year

Benefits:

• Bereavement leave
• Cycle to work scheme
• Free parking
• On-site parking
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (preferred)

Work Location: In person

Reference ID: Customer Support Executive

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