The role at a glance...
Title: Customer Service Agent
Employment type: Full-time, permanent
Location: Hybrid, with 2 days a week in our Bristol office
About us
Our passion is electric. We want a world that relies less on cars, with cleaner air and less congestion, and we're working to make that a reality.
About the role
We're looking for a Customer Service Agent who doesn't just spot problems, they solve them. You'll help riders across live chat, email and phone, taking ownership of each case and finding the right outcome for the customer and for PURE.
Our Customer Service Team is changing fast. AI is already part of how we work, and we want someone who's excited by that. You'll be keen to learn new tools, adapt to new ways of working and help shape how we use AI to give customers a better experience.
This role would suit someone ambitious, self-motivated and trustworthy who enjoys a challenge and wants to grow. Alongside looking after our customers day to day, you'll get involved in projects that improve how we work, from creating better help content to improving processes and testing new tools.
What you'll be doing
Putting customers first
Resolve customer queries across live chat, email and phone, meeting our response times and chat availability targets.
Take ownership of each case from first contact to resolution, following up proactively rather than waiting to be chased.
Get to the root of an issue and find solutions that are right for the customer and make commercial sense for the business.
Call customers back when a phone conversation is the quickest way to sort things out.
Keep a professional, friendly and upbeat tone in every conversation.
Managing repairs
Manage repair cases end to end, working with our third-party repair centres to keep things moving.
Track repair progress, spot delays early and act before the customer needs to ask.
Keep customers updated clearly and honestly at every stage.
Working with AI
Use AI tools day to day to work faster and give customers better answers.
Review and improve AI-generated responses and help content so they're accurate and on-brand.
Share what works, flag what doesn't and help the wider team get the most out of new AI tools.
Improving how we work
Notice recurring problems and come forward with practical solutions, not just the issue.
Take on Customer Service projects, such as writing and updating help content, improving processes or testing new tools.
Respond to and learn from customer reviews across platforms.
Share ideas in weekly team meetings and keep building your product knowledge through regular training.
What you'll bring
A team player – reliable, honest and supportive of colleagues; when you say you'll do something, it gets done.
Self-motivated – you manage your own workload, stay focused and don't wait to be told what to do next.
Ambitious and solution-focused – you notice problems and come with ideas to fix them, not just a list of issues.
Customer-first and commercially minded – you know great service builds loyalty, and you balance doing right by the customer with what makes sense for the business.
Comfortable using AI – you're curious about AI, confident trying new tools and interested in how it can help us give customers a better experience.
Keen to learn and adapt – you embrace change in how we work and pick up new systems and processes quickly.
Customer Service project experience – you've contributed to work beyond the day-to-day customer queue, whether that's writing help content, improving a process or supporting the introduction of a new tool or system.
Excellent written and spoken English – you're clear and friendly and know how to adapt your tone depending on the customer and situation.
Organised under pressure – you can manage a busy workload, reprioritise quickly and stay calm and positive.
Attention to detail – you get the small things right because you understand that they matter to customers.
What we offer in return:
A competitive salary
25 days’ annual leave plus bank holidays.
Company pension scheme with a 3% employer contribution.
Life assurance to give you additional peace of mind.
Generous PURE staff discount across our products.
Perks at Work giving you access to a range of lifestyle and wellbeing benefits.
Employee Assistance Programme (EAP) providing confidential support when you need it.
Enhanced family leave to support you through important life stages.
Hybrid working with two days a week in our Bristol office for this role.
Please note that we are unable to offer visa sponsorship for this role. Applicants must therefore already have the right to work in the UK without requiring current or future sponsorship from PURE Electric.
PURE Electric is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone is treated fairly and with respect.