We’re looking for a…

Key Responsibilities

Sales call handling and opportunity support

Answer inbound sales calls, emails and web enquiries in a professional, helpful and timely manner.

Explain VCHRGD products, basic charger options, installation routes, lead times and next steps clearly to customers and prospects.

Qualify opportunities by capturing customer type, site type, charger requirement, installation status, urgency and commercial value.

Record sales enquiries accurately in the agreed CRM or tracking system and hand over qualified opportunities to the sales team.

Support follow-up activity by arranging call backs, sending product information and checking whether customers need technical input.

Identify repeated questions from customers and feed them into the sales FAQ and onboarding guide.

Technical support call handling

• Provide first-line technical support to installers, customers and end users by telephone and email.

• Use agreed troubleshooting scripts to diagnose common charger, app, account, connectivity and commissioning issues.

• Capture all key details including charger model, serial number, firmware version, installation date, connectivity type and fault symptoms.

• Guide customers and installers through safe basic checks, resets, app steps and configuration checks where appropriate.

• Escalate complex, electrical, safety-critical, firmware or back-office issues to the correct technical owner with complete information.

• Keep customers updated on progress and confirm when issues have been resolved.

Customer onboarding and administration

• Support the customer and installer onboarding process by ensuring required information is collected before handover.

• Send appropriate user guides, installation guidance, commissioning notes and support links to customers or installers.

• Assist with account setup, app access, charger registration, warranty information and basic post-installation checks.

• Coordinate internally with sales, operations, dispatch and technical colleagues to keep customers informed.

• Check that customer records, contact details and site information are accurate and complete.

• Support simple order, delivery, returns or replacement queries by directing them to the correct process owner.

Ticket, CRM and case management

• Log every relevant call, email and support request in the agreed system with clear notes and ownership.

• Prioritise cases using agreed urgency, customer impact and safety criteria.

• Monitor open cases and chase updates where actions are sitting with customers, installers, couriers or internal colleagues.

• Maintain clean records of actions taken, advice given, parts requested and escalation decisions.

• Close cases only when the outcome, customer communication and any follow-up actions are clear.

• Highlight trends, bottlenecks and recurring customer pain points to the management team.

Knowledge capture and continuous improvement

• Maintain a simple register of frequently asked sales and technical questions.

• Suggest improvements to customer scripts, support guides, qualification forms and onboarding material.

• Feed common product issues, unclear documentation and repeated installer queries into the technical operations team.

• Support the creation of short FAQs, support notes and internal reference material.

• Share practical customer feedback with sales, product, marketing and operations colleagues.

• Contribute to a consistent customer experience across sales enquiries and technical support.

The type of person we’re looking for…

Essential qualifications and experience

• Minimum education to A-level, NVQ Level 3 or equivalent experience in a customer service, sales support or technical support environment.

• Experience handling customer calls, emails and follow-up actions in a busy customer-facing role.

• Clear communication skills and confidence speaking with customers, installers, colleagues and suppliers.

• Good technical aptitude and willingness to learn EV charging products, apps, connectivity and support processes.

• Ability to follow support scripts, ask structured questions and record accurate technical information.

• Good organisational skills with the ability to manage several open enquiries and support cases at once.

• Competence using CRM systems, ticketing systems, email, spreadsheets and standard office software.

• Calm, patient and professional approach when dealing with frustrated customers or urgent support issues.

• Attention to detail when capturing customer information, order details, serial numbers and fault descriptions.

• Ability to work closely with both sales and technical colleagues and know when to escalate.

Desirable experience

• Experience within EV charging, electrical products, renewables, energy, telecoms, connected devices or technical retail.

• Previous first-line technical support, helpdesk, installer support or product-support experience.

• Understanding of Wi-Fi, 4G, Bluetooth, mobile apps, customer accounts and connected hardware.

• Experience using structured troubleshooting guides or support knowledge bases.

• Experience qualifying sales leads or supporting a field sales team.

• Experience working with installers, contractors, electricians or service partners.

• Basic understanding of warranty, returns, replacements and dispatch processes.

• Interest in EV charging, smart energy, solar integration or home energy technology.

Our ideal candidate would be…

Customer-focused Makes customers feel listened to, supported and clear on the next step.

Technically curious Is willing to learn product details and ask enough questions to understand the issue.

Clear communicator Explains sales and technical information in plain language without overcomplicating it.

Organised Keeps CRM records, tickets, follow-ups and handovers accurate and up to date.

Calm under pressure Handles urgent calls and frustrated customers professionally.

Commercially aware Recognises sales opportunities and passes them to the right owner promptly.

Process-led Follows scripts, escalation paths and agreed ways of working consistently.

Accountable Takes ownership of calls and cases until they are handed over or resolved properly.

Collaborative Works closely with sales, technical operations, dispatch and management teams.

Detail-oriented Captures serial numbers, symptoms, customer details and commitments accurately.

What we ideally want from this role in the long run…

• Sales and support calls answered promptly and handled professionally.

• Qualified sales opportunities captured accurately and handed to the sales team without delay.

• Technical support cases logged with complete information and clear ownership.

• First-line issues resolved where possible using agreed scripts and guidance.

• Complex cases escalated to the correct person with all required information included.

• CRM and ticket records remain accurate, current and easy for colleagues to understand.

• Recurring questions and support themes are captured and converted into FAQs or improved guidance.

• Customers, installers and internal colleagues receive clear updates and timely follow-up.

• Customer satisfaction, response times and case closure quality improve over time.

Working Arrangements

The role is hybrid working where the majority of the role can be fulfilled remotely. Occasional office attendance will be required to support close working with sales, technical operations and dispatch colleagues.

The role is primarily telephone, email and system based. Routine travel is not expected, although some flexibility may be required during busy periods, urgent customer issues or product-support campaigns.