Sales & Retentions Advisor Remote
Job description
The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure! Where in the world of OVO will I be working? As a CORGI insurance Sales and Retention Agent, you'll be the first point of contact to ourcustomers to help them purchase or upgrade their insurance product, or support ourcustomers with their renewal or cancellation queries. Treating customers fairly is at the heartof what an Agent will deliver and demonstrating OVO’s values is core throughout the role: Finda Way; Be The Good Guys and Build Something Great What will I be doing? Managing inbound sales calls from potential customers responding to direct mail andother marketing media channels, compliantly answering queries and convertinginterest into sales Managing inbound calls from existing customers who wish to upgrade, renew or canceltheir policy Managing collections activity by contacting existing customers who have canceledtheir direct debit or missed payments to arrange payment Generate business from existing customer base through outbound calls to identifyopportunities to sell CHP products. Evaluate information in order to qualify and sell to customer needs. When the needs of the business require, you would be expected to support colleaguesin other departments. Compliance with standard operating procedures and policy. Identify potential improvements in operational processes and recommend change. Complete all daily tasks / actions in agreed timescales Any other duties that may be reasonably asked of you Is this the job for me? Customers will soon forget what you said, but they won’t forget how you made them feel. Thefollowing Skills, Knowledge and Behaviors are key for the business, and for you to perform inyour role: Soft Skills Empathetic Clear and confident Communication skills Persuasive and Influencing Skills Flex their personality style to target Audience Asks effective questions and actively listens to a customer needs Be collaborative with your team and wider colleagues Customer Service Ethics Passion for customers Providing great customer service Treating Customers Fairly (TCF) Resilient Works well under pressure Handles developmental feedback Able to concentrate on a task for long periods Ability to bounce-back from challenging conversations / situations Ability to multi-task - inbound / email / admin Be a good guy and communicate well with our people and customers Be naturally curious and understand complex issues Be creative in finding ways to solve issues or envisioning problems Be able to contribute in building something great Take Responsibility - for our customers, for yourself, for team, for tasks and help tobuild something great Ability to remain flexible in a fast moving contact centre environment. Product Knowledge on insurance and terms and conditions Insurance and campaign targets Communication - written comms Advocate of the Customer From us you’ll get An annual discretionary bonus 4% of your salary to spend on flexible lifestyle benefits 5% matched employer contribution to your pension 25 days holiday + 1 for your birthday And many more... (*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date. We want the best people At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info. We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential. We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you. Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!
