Customer Support Agent

Liberty Global • Full-time • Sheffield • 3w ago

About us

We're on a mission to make clean energy easier for everyone. We take pride in our promise to do what's right by our people, customers, and planet – it's basically why we get up in the morning. Across charging, solar, storage and business, our ambition remains the same: inspiring a clearer path to clean energy

Job Purpose

You’ll manage day-to-day admin and coordination across EVC and Solar fault tickets, fleet operations, partner activity, and customer communication. This job description focuses on keeping orders moving, resolving issues quickly, and keeping customers updated.

Key Accountabilities

EVC & Solar Fault Management

Own all customer communication for fault tickets.
Log faults in internal systems.
Coordinate issue resolution with partners, suppliers, and engineers.
Track progress and close faults within agreed SLAs.
Raise and manage RMAs where required

EVC Fleet Contract Management

Manage orders from initial request through to installation.
Handle customer communication and updates.
Maintain system records and trackers.
Manage faults, escalations, and warranty processes.
Oversee partner and subcontractor activity.

Stakeholder & Partner Management

Work with national subcontractors to allocate and schedule work.
Provide all required documentation and detail to partners.
Keep internal teams informed of upcoming milestones (procurement, invoicing, commissioning).
Communicate changes clearly to Sales, Management, and Customers.

Issue, Change & Timeline Management

Manage issues and delays with clear, accurate updates.
Track order progress against product SLAs.
Escalate risks early and adjust timescales where needed.
Document any changes in Simpro and gain approvals.

Customer Communication

Provide clear, timely updates throughout the order and fault process.
Keep communication aligned to SLA requirements.
Maintain accurate notes and customer history.

Documentation & Admin

Keep WIP trackers, contractor packs, CRM jobs, and mailbox folders up to date.
Manage handover documentation and closeout packs.
Maintain organised digital records for audits and handovers.

Applications & Permissions

Submit DNO applications and any required permissions.
Notify relevant parties as part of pre-delivery activities.

Team Support

Work collaboratively with the delivery team.
Support smooth handovers between departments.
Contribute to a positive working environment.

Key results/objectives

Faults and orders handled within SLA timelines.
Accurate customer communication documented across all systems.
Strong partner relationships supporting reliable delivery.
Minimal delays through early identification of risks and issues.
Up-to-date documentation and clean records across all platforms.
High customer satisfaction and consistent feedback from stakeholders.

Knowledge & Experience

Essential

Strong administrative background.
Experience in customer communication roles.
Confident managing multiple tasks at once.
Good understanding of delivery workflows and ticket management.
Ability to work with subcontractors and external partners.
Clear written and verbal communication.
Comfortable using systems like CRM tools, Excel and trackers.
Good organisational and time-management skills.

Desirable

Experience in EV charging or solar environments.
Understanding of DNO applications or permissions.
Previous experience in service delivery or operational admin roles.

*Egg is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people..

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