About the Company: Source EV UK Limited, a ground-breaking joint venture between TotalEnergies and SSE, is at the forefront of the electric vehicle revolution, leading the charge in sustainable transportation solutions. As the UK accelerates toward its 2035 zero vehicle emissions mandate, the demand for robust EV charging infrastructure is surging. Source is committed to meeting this need by delivering ultra-fast, reliable, and innovative EV charging solutions for both individual drivers and fleet operators across the UK. Join our dynamic team and be part of building a greener, cleaner future!
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.
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.
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
What you ‘ll be doing:
* Deliver high-quality technical support by responding to monitoring alerts, investigating and replicating reported issues, and escalating bugs when necessary.
* Assist in diagnosing and resolving technical faults, escalating complex issues when necessary.
* Support in resolving remote issues or coordinating site visits as required.
* Monitor the charging network daily to ensure consistent performance and high uptime.
* Act as a single point of contact for CPO queries, offering initial diagnostics and escalating when needed.
* Track and support customer onboarding to ensure smooth integration and setup.
* Liaise with third-party suppliers to ensure timely technical support, troubleshooting, and fault resolution within agreed service levels.
* Collaborate with cross-functional teams including customer service, operations, and finance to ensure cohesive service delivery.
* Ensure all ongoing actions and issue statuses are accurately documented
* Maintain records of resolved issues and contribute to process documentation for improved support efficiency.
* Provide feedback on recurring issues and support continuous improvement initiatives.
* Work independently while actively contributing to a collaborative team environment.
Experience & Skills Required:
* Experience in customer support, ticketing systems, and technical troubleshooting.
* Familiarity with charge point management systems or IoT platforms is advantageous, but not essential.
* Experience with monitoring tools and incident management platforms.
* Experience working across multiple teams such as customer service, operations, and finance.
* Experience with data entry, reporting tools, and maintaining accurate support logs
* Understanding of protocols like OCPP (Open Charge Point Protocol) and OCPI (Open Charge Point Interface) is a plus
* Knowledge of Microsoft Dynamics 365 is a plus.
Salary & Benefits:
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.
Equal Opportunities :As an equal opportunity employer, we encourage diversity and are committed to creating an inclusive environment for all employees.
How to Apply:
If you are passionate about driving the future of sustainable transportation and meet the above qualifications, we would love to hear from you.