Driving Change in Customer Service

Customer Service at Evolt Charging is about much more than answering calls, it’s about anticipating driver needs, identifying trends, and continuously improving the charging experience. At the centre of this work is Stephen Trayner, Customer Service Director, who has spent the past four years shaping how Evolt delivers trusted, data-driven, and people-focused support across the UK. 

Stephen joined Evolt in May 2021, motivated by a desire to make a meaningful contribution to the net-zero transition. His first task was to set up operations for the ChargePlace Scotland contract. Since then, his role has grown to include overseeing multi-network operations spanning the length and breadth of the UK, covering seven national networks and supporting more than 400,000 drivers. 

This evolution has been matched by investment in people and systems. Every member of the Customer Service team undergoes extensive training, including hands-on time with charge points, ensuring they can provide practical and informed support. Many are now industry-qualified, making Evolt’s team one of the most skilled in the sector. 

Data at the Core of Support

Behind every call is insight. Evolt’s team logs all enquiries, around 17,000 calls and 5,000 emails per month, not only to resolve issues quickly but also to identify patterns, tailor training, and detect fault trends across networks. This structured, data-led approach ensures recurring issues are tackled at their root, while also building stronger training programmes for new staff. 

Customer feedback plays a central role too. With more than 150 customer satisfaction surveys completed weekly, Evolt has consistently achieved an 86–90% satisfaction rate. These insights drive ongoing improvements and underpin the company’s market-leading service standards.

Stephen is quick to reflect on how far Customer Service has come at Evolt. Just over a decade ago, operations were closer to a start-up hustle, with “everyone pitching in” to get things done. Today, Evolt runs a professionalised, fully in-house operation capable of handling millions in transactions each month, while maintaining market-leading satisfaction scores. 

That growth has cemented Evolt’s position as a trusted partner. 

As Evolt celebrates its 15th anniversary, Stephen is already looking ahead. The focus will remain on combining technology, self-service tools, smarter systems, proactive communications with the human element. Because while systems matter, it’s people who ultimately build trust. 

With a proven track record, national scale, and a people-first ethos, Evolt Charging is well-placed to keep redefining what great customer service looks like, not just today, but for the next generation of EV drivers