EV Charging - Network Manager

The Network Manager is responsible for the overall performance and integrity of the Connekt (EV) charging network. This includes network monitoring, fault management, system configuration, customer support, and coordination of maintenance and reporting activities. Working closely with the Technical Director, the Network Manager ensures the network operates at peak performance, meets service-level agreements (SLAs), and delivers an excellent experience for drivers and site hosts. They will oversee the Network Assistant and external service partners to maintain operational excellence across all charge point locations. This role offers the opportunity to help shape how the department operates by refining processes, establishing best practices, and contributing to the creation of a robust, scalable framework for future growth. The successful candidate will play an active part in defining how Connekt delivers reliable, data-driven, and customer-focused network operations., 1. Network Operations & Health

• Proactively monitor the EV charging network's health through internal dashboards and alerts.
• Identify and prioritise faults, particularly across key Connekt assets, and ensure timely resolution.
• Investigate issues such as high failure rates, no-energy sessions, or declining usage.
• Monitor and validate payment terminal transactions.

2. Network Setup & Improvements

• Set up new network assets in the back office, including new charge points, sites, and partner accounts.
• Manage network configuration (locations, partners, tariffs, charge points, groups, users, RFIDs, and payment terminals).
• Regularly update and improve customer-facing information, including mobile app data, site images, and internal network documentation.
• Explore and test new platform features (e.g., reservations, access control, smart charging).
• Drive continual improvement initiatives to enhance system performance and customer experience.

3. Customer & Host Support

• Oversee all levels of driver and host support:

1st Line: Manage incoming calls and emails, log issues, and communicate with customers and drivers.

2nd Line: Investigate recurring or complex issues, liaising with technical teams or suppliers as needed.

3rd Line: Manage critical or escalated faults, coordinating technical investigations and on-site interventions.

• Organise callouts and liaise with maintenance teams for field resolutions.
• Ensure consistent, high-quality communication and service to all users and partners.

4. Maintenance Management

• Schedule and coordinate remote software updates.
• Maintain accurate records of charger warranty dates and service histories.
• Schedule and coordinate regular preventative maintenance visits.
• Ensure all maintenance work meets company standards and regulatory requirements.

5. Reporting & Data Analysis

• Produce internal reports on network performance, usage, and revenue, supporting business

and account management needs.

• Compile external reports for regulatory bodies, including quarterly driver and rapid hub

statistics.

• Track and analyse network metrics such as:

o Uptime and availability o Successful sessions and payment transactions o Support volumes and resolution times o Callouts and maintenance interventions o Customer satisfaction and service performance

• Provide insights and recommendations to the Technical Director for continuous

improvement.

6. Team & Service Management

• Manage and develop the Network Assistant, ensuring effective delegation and workload

balance.

• Define and manage service-level agreements (SLAs) for uptime, response, and resolution.
• Oversee cost control and budgeting for network operations and external service contracts.
• Manage relationships with external service providers, including SIM providers, payment terminal vendors, eroaming, back office platform support, and out-of-hours partners.

Do you have experience in Microsoft Excel?, * Excellent customer service and communication skills, with 3+ years experience.

• Proficient in Microsoft Excel for reporting and performance tracking.
• Strong organisational and problem-solving abilities.
• Ability to manage multiple stakeholders and service partners.
• Experience managing teams and enforcing SLAs.

Optional, but strongly desirable.

• Strong technical understanding of EV charging networks and CPO platforms