Electric Vehicle (Ev) / Customer Journey Specialist

Electric Vehicle (EV) / Customer Journey Specialist

• £39,000 - £42,000
• Initial 18 months Fixed Term Contract
• Possibility for the role to extend or become involved in other departments / other parts of the business
• Near Epsom (due to location own transport is beneficial)
• Hybrid working (3 days a week in the office)
• ASAP start
• Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Workplace Nursery Benefit & Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)

Electrify Your Career: Join Us as an Electric Vehicle Maestro and Drive the Future Forward!

Are you interested in the next generation of cars - Electric Vehicles. Would you like to become a specialist in EV and use your Customer Journey support skills to bring the EV support offering to life at this global innovation organisation, voted one of the Sunday Times Top 100 Companies to work for in the UK?

If the answer is yes, we have the role for you!

This is an exciting opportunity to work with our Global Automotive client and be part of the Customer and Network Support team. You will be an EV Support Services Specialist building relationships with Fleet and CH&L businesses to support Fleet network retention. You will also manage and oversee an EV customer support team to support with product challenges.

Responsibilities:

• Establish self (and team) as a single point of contact for customers seeking support in the event if issues, enquiries, complaints and advice in relation to EV buy, drive and care experiences. Includes supporting customers with a concierge style level of support. Includes retail and fleet customers.
• Ensure EV customers do not have to 'work hard’ when seeking support for issues when confronted by issues involving multiple parties and stakeholders.
• Establish a working relationship with key EV stakeholders and work closely with the Network in influencing the delivery of industry leading EV operational support
• Support the EV buying and owning experience. Become expert in the EV market, wallbox competitor offerings and journeys, own and competitor products.
• Understand full Customer Journeys for OEM and non OEM product and accessories relating to EV ie. Vehicles and accessory wallbox etc
• Through effective fact finding and problem solving make and advise on decisions regarding goodwill and mobility when vehicles are 'off-road' or if an EV customer should be considered for goodwill and / or concierge style service
• Work with CR teams/ CR Manager and supervisors to manage incoming contacts and the offer of EV Goodwill or car hire.
• Work with Mobility partner to manage relationships in the EV space.
• Manage and oversee short and medium term goals of you direct reports - EV (Electric vehicles) and Electrification team
• Deliver and oversee team actions and capabilities to support EV customers with regards to EV product enquiries, installation support and OEM wall-box enquiries and issues
• Forge links with Product Support team EV specialists to create an extended 'virtual’ support team to cover technical matters
• Regular report backs to management and senior management - weekly and monthly - VOC and performance against KPIs (TBC by manager)

Key skills required:

• Proven Customer Journey Experience
• A problem solver - making right decision for the customer whilst understanding company mission.
• Interest to learn about EV/ basic understanding of EV vehicle problem diagnosis and resolution processes/ how EV works - would be advantageous.
• Ability to communicate at all levels with a strong '’ customer first’’ mindset.
• Be curious and drive innovative thinking with self and team through an outward mindset

Interested? Please forward a copy of your latest CV with an indication of availability, your salary expectations, confirm you are happy with the 18 months initial Fixed Term Contract, that the location works based on at least 3 days a week in the office, and outlining your relevant skills and experience.