Job Description

Customer Support Advisor

Location

: Peterborough office

Salary

: 25,000 per annum

Employment Type

: Full-time / part-time roles considered

About Smart Home Charge

Smart Home Charge is one of the UK's leading home EV charger installation specialists. We provide end-to-end service for EV owners - from product selection and online guidance to professional installation and aftercare. We're passionate about making the switch to electric easy, and that means delivering outstanding service at every step of the customer journey.

The Role

We're looking for a motivated and customer-focused individual to join our team as a

Customer Support Advisor

. In this role, you will be the first point of contact for our customers, helping them with a range of queries from initial enquiries to post-installation support. You'll work across multiple communication channels including phone, email, and live chat.

You will also play a vital role in supporting our post-installation service, liaising with product manufacturers for diagnostics and warranty claims, and managing customer journeys through our bespoke job management system.

Key Responsibilities

Respond promptly and professionally to customer enquiries via telephone, email, and live chat. Provide clear and accurate information on our EV charging products and installation services. Support customers with post-installation troubleshooting, including basic diagnostics and remote guidance. Liaise with charger manufacturers to escalate technical issues, request diagnostics, and process warranty claims. Maintain detailed and accurate records of all customer interactions using our in-house job management system. Proactively manage customer updates and communications throughout the installation and aftercare process. Identify and report common issues or feedback to help improve customer experience and internal processes.

About You

Previous experience in a customer support or customer service role (experience in the tech, utilities or EV space is a bonus). Excellent verbal and written communication skills. Able to handle a high volume of enquiries with empathy, patience, and professionalism. Strong problem-solving skills and the ability to work collaboratively with other teams. Comfortable using software tools and systems for communication and case management. Highly organised and detail-oriented. Willingness to learn about EV charging technology and home installation processes.

Benefits

25,000 annual salary Ongoing training and professional development Be part of a growing and innovative company making a difference in the EV sector
Job Types: Full-time, Part-time, Permanent

Pay: From 25,000.00 per year

Benefits:

Company pension Cycle to work scheme Employee discount Free parking On-site parking
Work Location: In person

Reference ID: Customer Support