Customer Service Advisor - FTC

• Duration of Employment:
  Fixed Term Contract
• Department:
  Other
• Compensation: GBP 26,250 - GBP 26,250 - yearly

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.

Customer Support Advisor – Smart Charging (Dundee)

What you will do

We have an exciting opportunity for outgoing, confident, and customer‑focused individuals to join our growing Smart Charging team in Dundee on a fixed‑term contract basis for 6 months. 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.

• 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

• 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 elevate 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

• 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

As well as providing a competitive salary and benefits package, SWARCO actively runs employee opinion surveys as part of our drive to provide a comfortable and supportive working environment. We will support your development, and you will also receive:

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

What we are looking for

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

Desirable:

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

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 and be able to commit to a long‑term permanent role.

We are an equal opportunities employer.