Customer Service Advisor

Customer Support Advisor – Smart Charging (Dundee) About SWARCO Smart Charging

At SWARCO Smart Charging, we shape the future of transport. As part of the global SWARCO Group, we develop cutting‑edge technologies for intelligent, sustainable, and efficient mobility ecosystems worldwide. From advanced traffic management to EV charging, our work reduces congestion, enhances safety, and minimises environmental impact. Join our collaborative team, innovating for smarter, greener cities globally.

We have an exciting opportunity for outgoing, confident, and customer‑focused individuals to join our growing Smart Charging team in Dundee. This team is the first point of contact for Electric Vehicle drivers and Charge Point Owners across the Charge Place Scotland network.

Based at our Operations Centre within the Michelin Scotland Innovation Parc, you will provide customer support, basic technical assistance, and administrative coordination to ensure the smooth operation of the network. This is a shift‑based role working an average of 37.5 hours per week on a rolling rota covering 24 hours a day, 7 days per week.

Full training and product knowledge will be provided, making this an excellent opportunity for candidates looking to develop within a growing and innovative industry.

Key responsibilities include:

• Providing advice and assistance to EV drivers and charge point owners
• Acting as the first point of contact for Charge Place Scotland enquiries
• Offering basic technical support and logging faults via management systems
• Supporting driver registrations and membership queries
• Assisting with charge point commissioning administration
• Tracking faults and user activity in line with service level agreements
• Maintaining accurate records and performance reporting
• Supporting the wider operations team with customer and network activities

On a day‑to‑day basis, you will:

• Respond to customer queries via phone, email, and digital channels
• Log and monitor faults using internal systems
• Assist users with registration and RFID media requests
• Monitor service levels and escalate issues where required
• Update systems and maintain accurate records
• Produce performance and exception reports
• Collaborate with internal teams to support network uptime
• Deliver excellent customer service in a fast‑paced environment

You may also:

• Support commissioning activities for new charge points
• Assist with operational improvements and process updates
• Work across a 24/7 shift rota including evenings, nights, and weekends

• Experience in customer service (phone or face‑to‑face)
• Strong communication and interpersonal skills
• Experience using computers, telephones, and digital communication tools
• Competent in Microsoft Office packages
• Ability to multitask and prioritise workload
• Strong organisational and record‑keeping skills
• Detail‑focused and analytical approach
• Ability to work independently and as part of a team
• Motivated to learn new skills in a growing industry
• Positive, proactive "can-do" attitude

• Previous service centre or help desk experience
• Experience in a technical or support environment

• 33 days holiday (including bank holidays)
• Generous employer pension contributions
• Employee Assistance Programme
• Life assurance up to 6x salary
• Full training and development opportunities

We have a responsibility to ensure that all employees are eligible to live and work in the UK, therefore successful candidates must have the right to work in the UK by the start of their employment. We are an equal opportunities employer.

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