Customer Service Representative, Liberty Global

Salary not provided

+ Bonus Scheme

Salesforce

Hubspot

Junior and Mid level

London

More information about location

2 days a week in office (Southwark, London)

Global telecoms company & tech investor

Posted today

Global telecoms company & tech investor

1001+ employees

B2CB2BEnergyElectric VehiclesTelecommunicationsVenture CapitalMedia

Posted today

Salary not provided

+ Bonus Scheme

Salesforce

Hubspot

Junior and Mid level

London

More information about location

2 days a week in office (Southwark, London)

1001+ employees

B2CB2BEnergyElectric VehiclesTelecommunicationsVenture CapitalMedia

Company mission

To build tomorrow’s connections today, bringing people together through the power of technology.

Job

Company

Role

Who you are

Excellent written and verbal communication skills
Strong people skills
Care deeply about the customer and delivering a great service
Natural troubleshooter with strong problem-solving skills
Highly organised and calm under pressure, adhering to the Service Level Agreements (SLAs) set by the company
Exhibits resilience, patience and understanding
At least 2 years experience within a customer facing role at a consumer focused company
Always act in a GDPR compliant manner
Familiarity with CRM systems (e.g. Hubspot or Salesforce etc.) and ticketing tools desirable
Technical understanding of EV charging networks desirable or just a willingness to learn

What the job involves

As the Customer Service Representative, you will be central to ensuring electric vehicle (EV) drivers have a great experience when they use our network of public charge points
You will act as second-line support, resolving escalations from our outsourced call centre or direct queries from the customers (EV drivers) themselves via email or our back-office ticketing system
Your (soon-to-be) expertise in our products and services will allow you to resolve many queries quickly and efficiently
For more complex cases, you’ll also work closely with other members of the Consumer Team to investigate back office or software issues and often work closely with our Network Operations Team to resolve any network faults
At other times queries and feedback may require further escalation to our 3rd party software support partners, or to other teams within Believ
The role will therefore involve working across a range of parties to understand the root causes of problems, improving our processes and ensuring customer satisfaction
Act as a second line escalation point, ensuring timely and accurate resolution of customer issues via phone or email
Manage and process tickets raised by customers and call center agents
Conduct essential administrative and operational tasks, including issuing RFID cards, handling GDPR-related requests (e.g., account deletions), and monitoring outstanding payments
Work closely with internal teams and external partners to ensure swift resolution of customer-impacting issues
Creating and maintaining standard operating procedures to enhance efficiency
Being a brand ambassador of Believ, ensuring all customer interactions reflect professionalism and adhere to GDPR regulations
At Believ, we are building a culture that attracts and retains the best talent
We are a dedicated and high-performing team, accustomed to working at pace in an ever-evolving industry, and we are looking for people who are as passionate as us about cutting carbon emissions and providing cleaner air for all

Salary benchmarks

Our take

Liberty Global is a world leader in broadband, video, and mobile communications, responsible for top brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, and Sunrise in Switzerland. The company also actively invests in and launches infrastructure, content, and technology ventures, such as EV charging network company Believ (formerly Liberty Charge), green energy brand Egg, and AtlasEdge Data Centers, among others.

The company has been undeniably successful, having created an impressive family of brands containing both big names and smaller innovators - its investment arm has a portfolio of more than 75 companies ranging from ITV to cloud-native app protection platform Lacework. In its own words, its scale allows it to "transfer knowledge and expertise across our operations and investments", enabling all brands within its roster to benefit from its industry leading experience.

Freddie

Company Specialist at Welcome to the Jungle

Insights

4% employee growth in 12 months

Glassdoor (3.9)

Company

Company benefits

Comprehensive health plan
Paid volunteer time off
Healthy food and snacks
Flexible working
Learning and development opportunities
Retirement scheme

Company HQ

Hammersmith, London, UK

Leadership

Mike Fries

(CEO)

Was a member of the Liberty Global founding team, and launched the company’s international expansion. Since then, they have served in various strategic and operating capacities, finally being appointed as CEO in 2005.

Share this job

View 13 more jobs at Liberty Global