24/7 Call Handling and Driver Support for a UK EV Charging Network

As the UK’s EV charging infrastructure continues to expand, charge point operators face increasing expectations around uptime, accessibility, and customer support. When drivers experience issues at public charge points, they expect fast, knowledgeable assistance at any time of day.

This customer story shows how Lemon Contact Centre provides 24/7 call handling and driver support for a national EV charge point operator, helping to deliver a consistent and reliable charging experience across the UK.

The Client

The client is an award winning UK-based EV charge point operator responsible for the rollout, operation, and ongoing maintenance of a growing public charging network.

Their infrastructure includes high-power charging locations across major routes and public-access sites, supporting thousands of EV drivers every week. As the network scaled, the client required a contact centre partner capable of delivering dependable driver support around the clock.

The Challenge

EV drivers rely on charge points being easy to use and readily supported. When issues arise, they can include:

• Charge points failing to start or stop

• Payment or authentication problems

• Faults with connectors or equipment

• Drivers needing guidance or reassurance

The client needed a 24/7 freephone manned helpline that could respond quickly, provide clear assistance, and escalate faults efficiently to maintenance teams. It was also essential that out-of-hours calls were handled to the same standard as daytime support, protecting customer confidence and service consistency.

The Solution: EV-Focused 24/7 Call Handling

Lemon designed a dedicated EV charge point call handling service, tailored to the needs of both drivers and operational teams.

Operators were trained on common EV charging issues, charge point terminology, and customer communication during service disruption. Call handling processes were aligned closely with the client’s operational workflows and escalation procedures.

System Access and Fault Escalation

Lemon operators were provided with secure access to backend systems and tools, enabling them to:

• Identify charge point locations and assets

• Perform first line triage

• Log faults accurately and consistently

• Escalate issues to on-call engineers or maintenance partners

This ensured faults were managed efficiently, while drivers received timely and informed support.

The Results

The service delivered clear operational benefits:

• Reliable 24/7 driver support across the charging network

• Faster fault identification and escalation

• More consistent customer communication

• Reduced pressure on internal operational teams

Drivers experienced a more dependable and professional support service, reinforcing trust in the charging network.

Supporting the Future of EV Infrastructure

This customer story demonstrates how specialist EV charge point call handling supports network reliability, customer confidence, and operational performance.

If you operate public EV charge points and need 24/7 driver support that integrates with your processes, Lemon can help.