customer relations Glasgow, Scotland
Job description
Zero Carbon Living Advisor (Customer Service Expert)
Please Note - This role requires previous experience in a similar Customer Service based role.
Location: Hub based! Bristol or Glasgow - hybrid working which would involve working from hub ⅔ days a week and the other days the option of home working
Team: OVO Care, Account Management
Salary: Starting base salary of £26,500
Experience: Customer Service Expert - customer facing in a service environment specialising in billing queries. Digital, problem solving and experience in the energy industry is essential.
Working pattern: Full time - 37 hours per week (shifts are Monday - Friday between 8am & 6:15pm
Sponsorship: Unfortunately we are unable to offer sponsorship for this role.
This role in 3 words Fun, rewarding, customer-centric
Top 3 qualities for this role: Communication, team player, creative thinking
Everyone belongs at OVO
At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.
Teamworking for the planet
Everything we do here spins around Plan Zero. So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how:
Our new Account Management model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers' queries as quickly as possible, with the best level of service, in an award winning working environment for our people.
Squadlife isn't just a team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line.
We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future.
This role in a nutshell:
As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO's customers across the entire customer lifecycle. You serve to solve, ensuring customers' needs are met whilst informing and educating on our Plan Zero mission and decarbonisation of the home. This is a customer facing role whereby you will resolve customer inbound queries through calls, web chat, whatsapp and emails.
As a Zero Carbon Living Advisor (Customer Service Expert) , you should have a wealth of experience and an increased depth of knowledge in a similar type role and industry.
Your key outcomes will be:
- Engaging with OVO's customers, communicating with passion across phone, email and web chat contacts
- Quickly understand the root cause of customer contact, taking ownership for solving queries first time to prevent repeat contact
- Demonstrate industry, process and system knowledge to resolve frequent, customer enquiries relating to payments, tariffs and usage
- Display excellent understanding of billing process, carry out direct debit reviews
- Explain price cap to customers, clearly communicating the impact of this
- Coach your teammates (we call these your squad mates!) in areas where you have a deeper level of knowledge or skill - this might be to help answer a customer query in the moment or to enhance the overall knowledge across the squad
- Take ownership for the success of the entire squad. We believe the strength of the squad is each individual advisor, but the strength of each advisor is the squad
- Autonomously manage your day, ensuring the overall objectives of the squad are achieved
- Prepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)
- Identify and implement continuous improvement efforts in both squad ways of working and customer experience
You'll be a successful Zero Carbon Living Advisor (Customer Service Expert) at OVO if you…
- Have a wealth of knowledge & industry experience in a similar type role
- Have extensive experience in resolving customer enquiries relating to billing payments, tariffs and usage in a similar type role.
- Enjoy working in a fast paced customer service environment, and have a real passion for providing outstanding customer service and an eye for continuous improvement.
- Demonstrate our OVO values and be an advocate of Plan Zero.
You won't like this role if you…
- Don't enjoy working as part of a team or in a continuous improvement environment.
In the words of the team, you should leave your current role for this one because….
"Working at OVO is a great environment to develop and learn new skills whilst being part of a successful team."
Let's talk about what's in it for you
As well as a base salary of £26,500, you'll be eligible to qualify for a monthly incentive which is based on squad achieving performance measures. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.
We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there's flex pay. It's an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.
Here's a taster of what's on offer:
For starters, you'll get 34 days of holiday (including bank holidays).
For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more
For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more
For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations
For your home
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers
For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans
Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.
For your Belonging
To find better ways to support our people, we need to listen to each other's experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.
Oh, and one last thing...
We'd be thrilled if you tick off all our boxes yet we also believe it's just as important we tick off all of yours. And if you think you have most of what we're looking for but not every single thing, go ahead and hit apply. We'd still love to hear from you!
If you have any additional requirements, there's a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..
