Network Coordinator, Osprey Charging Network

• Strong data background and analytical acumen, with the ability to identify trends and translate insights into actionable recommendations.
• Experience in network operations, customer support ticketing, or technical troubleshooting welcomed.

Desirable

• Charger Hardware Management – Act as the primary point of contact for a major charger hardware partner, ensuring seamless operations.
• Data Analysis & Performance Optimisation – Leverage data insights to identify trends and patterns in network performance, proactively assessing data to develop project proposals for system improvements.
• Stakeholder & Service Partner Coordination – Lead conversations with external stakeholders and service partners to ensure charger repairs are completed in line with agreed SLAs.
• Payment Platform Oversight – Manage payment provider platforms to support troubleshooting and resolution of payment-related issues.
• Charger Commissioning – Oversee and lead charger commissioning visits for all new chargers on the Osprey network, including setup for various charger manufacturers and associated equipment (e.g., payment terminals). Full training will be provided.
• Salesforce & CRM Integration – Drive continuous improvement projects in Salesforce and oversee how Osprey systems integrate with external stakeholder CRM systems.
• Incident Triage & Resolution – Manage inbound tickets from the customer helpline and proactively monitor the network for issues, ensuring efficient triaging and resolution.
• Charge Point Management System (Iris) – Collaborate with Data, Tech, and Product teams on Iris (Osprey’s Charge Point Management System) improvement projects while engaging with key charger manufacturer stakeholders.
• KPI & Reporting Responsibilities – Ensure network operations priorities are met while managing KPIs, reporting, and tracking critical metrics such as uptime, call centre performance, and vandalism/cable theft reports.