EV Customer Support Coordinator

Coordinator, EV Customer Support

• Salary - £30,000 - £32,000 (dependent on experience)
• Hybrid working (3 days per week in the office)
• Permanent/Full-time
• Epsom, Surrey
• Generous benefits package (Performance related bonus, Pension, access to their car scheme, Birthday voucher, Cycle Scheme, holiday purchase scheme, discounted onsite gym membership, subsidised Café and Canteen, 25 days holiday + all bank holidays)

TLP have been working with Toyota (GB) PLC for over 25 years and are a trusted partner. This role will be employed by TLP (secondment to Toyota (GB) PLC)

Do you have experience with electric vehicles (EVs), or a strong interest in the sector? Would you like to support customers and help them overcome challenges with their electric cars? If so, we have the role for you!

What you'll be doing:

• Empowered to deliver a range of services and support requirements to customers and business partners - all with a view to ensure customer satisfaction, brand awareness, loyalty and advocacy.
• Reporting into the Executive Support & EV Team Leader you will be coordinating, often with other key TGB departments and third-party stakeholders, to ensure satisfactory provision of services needed to resolve customer issues.
• Communicating with customer and user drivers and Centre network when head office support or intervention might be required
• Implementing corrective measures when things go wrong. This could relate to network or supplier service levels, wall box functionality or customer knowledge.
• Make certain the EV Support Team make our EV Customer Journey memorable, so they are strong advocates of our product and services.
• Delivering exceptional levels of customer service relating to OEM wall-box issues, pre and post-installation support and general EV product enquiries.
• Feed into Product Quality and VOC reporting teams by identifying emerging customer and technical concerns relating to products and services.
• Working closely with CR and CS team to upskill overall departmental knowledge in relation to EV product and ecosystem.

Qualifications and Experience

• GCSE Level or relevant experience

Essential

• This is a challenging but fulfilling customer-facing role, crucial to the success of the Toyota customer service operation.
• You will be responsible for helping customers find solutions to operational challenges.
• You will need to be a sympathetic individual with a good knowledge of customer needs. In particular, you'll need to understand the steps and requirements of the EV Customer Journey. You will possess a natural confidence and the ability to formulate strong long-term relationships with customers whilst always maintaining a Customer First' mindset in a busy environment.
• You will need to be passionate about customer service; treat every customer as an individual, be interested to hear their story and make everyone feel that you genuinely care. It is also crucial that you have a strong work ethic but bring your sense of fun and enjoy contributing within a team.
• While there are many facets to this highly rewarding role, the fundamental responsibilities focus on delivering effective customer communications, information supply and resolving problems.