Sectors EV Charge Points

Electric vehicle charging at EV charge point

24/7 EV Charge Point Call Answering Service

With over 20 years of experience, our UK-based call centre delivers 24/7 call answering services tailored specifically for electric vehicle charge point operators, supporting regulatory compliance and reliable end-user support.

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Lemon Contact Centre operator smiling looking at camera wearing heatset

EV Charge Point Contact Centre Services

We provide a UK-based helpline service designed specifically to help EV charge point operators meet their regulatory compliance and customer support obligations. The helpline operates 24 hours a day, 365 days a year, with live business call answering delivered via a customer-specific and white-labelled 0800 freephone number.

24/7 EV Charge Point Driver Helpline with 0800 Freephone Access

Professional First-Line EV Driver Support and Call Handling

Regulatory Reporting, Compliance, and Audit Support

EV Platform Integration and Backend Systems Expertise

ISO 9001 and ISO 27001 UKAS Certified Service Operations

Daytime, Overflow and Out-of-Hours Call Answering Support

Lemon Contact Centre operators wearing headsets for call handling

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EV Charge Point Call Answering 24/7

Our trained helpline agents provide daytime and out-of-hours call answering support for EV charge point users, responding to calls in real time and following client-specific scripts to resolve issues remotely when possible. Agents are trained to work within CPO backend systems and EV charging platforms to support first call resolution. Where faults require further action, issues are escalated promptly to on-call technicians or maintenance teams in line with agreed escalation processes.

All calls are logged accurately within our telephony platform, with structured reporting available to support SLA monitoring and compliance with the Public Charge Point Regulations 2023. This includes clear visibility of call volumes, reasons for contact, response times, escalation activity, and unresolved issues, ensuring full accountability and confidence in service performance.

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24/7 Availability UK based Bespoke service

0800 612 7595

No. of employees:

1-20

21-100

101-500

500+

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Why do EV charge point operators need a 24/7 staffed helpline?

Under the Public Charge Point Regulations 2023, EV charge point operators are required to provide a continuously staffed helpline for end users. This ensures drivers can report faults, raise safety concerns, or seek assistance at any time. A 24/7 helpline helps operators remain compliant while delivering reliable customer support across their charging network.

What types of calls does the EV charge point helpline handle?

The helpline manages a wide range of EV-related enquiries, including charger faults, fault codes, charging session issues, payment or access problems, and safety concerns. Trained agents provide first-line support, log issues accurately, and escalate faults to on-call engineers or maintenance teams when required.

Are calls answered live, or do callers leave voicemail?

All calls are answered live by trained UK-based agents. Voicemail is not used, ensuring compliance with regulatory requirements and providing immediate reassurance and support to EV drivers whenever they call.

How does the service support regulatory reporting?

Every call is logged within Lemon Contact Centre’s telephony platform and, where applicable, within client backend systems. Operators receive structured reporting covering call volumes, reasons for contact, response and resolution times, escalation activity, and unresolved issues. This reporting supports SLA monitoring, audits, and compliance with the Public Charge Point Regulations 2023.

Can your agents work within our EV charging backend systems?

Yes. Our agents are trained to work within client backend systems and EV charging platforms. This allows them to log faults accurately, check charger status, update records, and provide informed responses to drivers, while ensuring issues are escalated efficiently when further action is required.