EV Operation Analyst

Summary of the Role: The EV Operation Analyst will support the Charge Point Operation Manager in maintaining the network reliability, uptime, and customer satisfaction. This role involves technical troubleshooting, customer support, and coordination with internal teams and external partners to ensure smooth operations and timely resolution of issues.

• Provide feedback on recurring issues and support continuous improvement initiatives.
• Liaise with third-party suppliers to ensure timely technical support, troubleshooting, and fault resolution within agreed service levels.
• Track and support customer onboarding to ensure smooth integration and setup.
• Collaborate with cross-functional teams including customer service, operations, and finance to ensure cohesive service delivery.
• Monitor the charging network daily to ensure consistent performance and high uptime.
• Assist in diagnosing and resolving technical faults, escalating complex issues when necessary.
• Support in resolving remote issues or coordinating site visits as required.
• Maintain records of resolved issues and contribute to process documentation for improved support efficiency.
• Deliver high-quality technical support by responding to monitoring alerts, investigating and replicating reported issues, and escalating bugs when necessary.
• Act as a single point of contact for CPO queries, offering initial diagnostics and escalating when needed.
• Ensure all ongoing actions and issue statuses are accurately documented

Location: Field based with occasional visits to the Canary Wharf Offices and other local office spaces around the UK for team meetings may be required.

• Experience in customer support, ticketing systems, and technical troubleshooting.
• Knowledge of Microsoft Dynamics 365 is a plus.
• Work independently while actively contributing to a collaborative team environment.
• Experience with monitoring tools and incident management platforms.
• Experience with data entry, reporting tools, and maintaining accurate support logs
• Experience working across multiple teams such as customer service, operations, and finance.
• Familiarity with charge point management systems or IoT platforms is advantageous, but not essential.
• Understanding of protocols like OCPP (Open Charge Point Protocol) and OCPI (Open Charge Point Interface) is a plus

We offer a competitive salary & entitlements, plus excellent healthcare, pension, Car Allowance and wellbeing benefits, along with generous Life Insurance & Group Income Protection Insurance. Annual holiday of 26 days contractual leave, plus bank holidays (34 days in total), with enhanced maternity/paternity leave and benefits.

Working Pattern: This role is offered on a Full-Time basis of 37 hours per week, 5 days per week Monday to Friday. Whilst this role requires consistent hours due to operational demands, we are open to discussing options in accordance with our ‘Flexible First’ guidelines