Customer Service Advisor - EV Charging Products

Customer Support Advisor – (SHIFTS) What you will do We have an exciting opportunity for outgoing, confident, and customer-focused individuals to join our growing Smart Charging team in Dundee. This team is the first point of contact for Electric Vehicle drivers and Charge Point Owners across the ChargePlace Scotland network. Based at our Operations Centre within the Michelin Scotland Innovation Parc, you will provide customer support, basic technical assistance, and administrative coordination to ensure the smooth operation of the network. This is a shift-based role working an average of 37.5 hours per week on a rolling rota covering 24 hours a day, 7 days per week. Full training and product knowledge will be provided, making this an excellent opportunity for candidates looking to develop within a growing and innovative industry. Key responsibilities include: • Providing advice and assistance to EV drivers and charge point owners • Acting as the first point of contact for ChargePlace Scotland enquiries • Offering basic technical support and logging faults via management systems • Supporting driver registrations and membership queries • Assisting with charge point commissioning administration • Tracking faults and user activity in line with service level agreements • Maintaining accurate records and performance reporting • Supporting the wider operations team with customer and network activities On a day-to-day basis, you will: • Respond to customer queries via phone, email, and digital channels • Log and monitor faults using internal systems • Assist users with registration and RFID media requests • Monitor service levels and escalate issues where required • Update systems and maintain accurate records • Produce performance and exception reports • Collaborate with internal teams to support network uptime • Deliver excellent customer service in a fast-paced environment You may also: • Support commissioning activities for new charge points • Assist with operational improvements and process updates • Work across a 24/7 shift rota including evenings, nights, and weekends What we offer As well as providing a competitive salary and benefits package, SWARCO actively runs employee opinion surveys as part of our drive to provide a comfortable and supportive working environment. We will support your development, and you will also receive: • 33 days holiday (including bank holidays) pro rata • Employer pension contributions • Employee Assistance Programme • Life assurance up to 6x salary • Full training and development opportunities