Customer Service Representative

Believ : ABOUT US

At Believ formerly known as Liberty Charge were committed to sustainable transport being accessible to everyone. Were a Charge Point Operator (CPO) on a mission to create the UKs most reliable electric vehicle charging network that doesnt cost the earth and leaves no one behind. Providing equitable access to electric vehicle charging and achieving cleaner air for all is at the heart of the Believ mission. 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 Governments Charging Investment Infrastructure Fund).

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

About the role

As the Customer Service Representative you will be central to ensuring electric vehicle (EV) drivers have a great experience when they use our network of public charge points.

You will act as second-line support resolving escalations from our outsourced call centre or direct queries from the customers (EV drivers) themselves via email or our back-office ticketing system.

Your (soon-to-be) expertise in our products and services will allow you to resolve many queries quickly and efficiently. For more complex cases youll also work closely with other members of the Consumer Team to investigate back office or software issues and often work closely with our Network Operations Team to resolve any network faults. At other times queries and feedback may require further escalation to our 3rd party software support partners or to other teams within Believ. The role will therefore involve working across a range of parties to understand the root causes of problems improving our processes and ensuring customer satisfaction.

You will be responsible for the following :

• Act as a second line escalation point ensuring timely and accurate resolution of customer issues via phone or email.
• Manage and process tickets raised by customers and call center agents.
• Conduct essential administrative and operational tasks including issuing RFID cards handling GDPR-related requests (e.g. account deletions) and monitoring outstanding payments.
• Work closely with internal teams and external partners to ensure swift resolution of customer-impacting issues.
• Creating and maintaining standard operating procedures to enhance efficiency.
• Being a brand ambassador of Believ ensuring all customer interactions reflect professionalism and adhere to GDPR regulations.

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 :

Benefits

Location

The role is a full-time position working Wednesday through Sunday. It is a hybrid role : we ask that the successful candidate works from our Southwark office on Wednesdays and Thursdays with the remaining days (Friday to Sunday) worked remotely. 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.

Required Experience :

Unclear Seniority

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1