Zero Carbon Living Ops Support Expert (6 month FTC)

Role OVO-View

Team: Zero Carbon Living Operations Support Team

Location: Hub Based - Hybrid for all (The team meets quarterly at different Hubs - travel will be expected on these occasions)

Salary banding: 24020 - 31500

Experience: Mid Level

Working pattern: Full-Time

Reporting to: Ian-Lewis Sheppard (ZCL Operations Lead)

Sponsorship: Unfortunately we are unable to offer sponsorship for this role

This role in 3 words: Exciting dynamic challenging

Top 3 qualities for this role: Organised empathetic problem solver

Where youll work:

Depending on the needs of your business area we expect hub based people to be in the office at least once a week and to go to OVO Connection events in-person.

Youll be assigned to the closest one of our three hub offices Bristol Glasgow or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop is designed to inspire people help them connect and bring big ideas to life.

Everyone belongs at OVO:

At OVO we are on a mission to solve one of humanitys biggest challenges the climate crisis. And we know it takes all of us to change the world. Thats why we need diverse people from all abilities 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 youll be joining plays a gigantic role in making that happen. Heres how:

Zero Carbon Living is the future for our customers and a pathway to reducing their carbon footprint. Your role as a Zero Carbon Living Ops Support Expert places you in the position to help customers realise this future.

This role in a nutshell:

Working within the Zero Carbon Living Ops Support Team at OVO energy youll play a key role supporting the delivery of Plan Zero by helping our customers understand and implement the right physical interventions to drive them to zero carbon living. Being a part of the Drive/commercial team you will have regular customer interaction as this is key to staying close to customer experiences and ensuring the smoothest possible path to zero.

Your key outcomes will be:

• Knowing our products and customer installation journeys inside and out so you are able to give customers the confidence that we are the decarbonisation partner of choice..
• Primarily providing frontline support for our Charge Anytime customers answering calls and emails managing communication workflows to ensure efficient resolution of customer queries.
• Supporting the customers E2E journey across all ZCL solutions products You will start supporting Charge Anytime and then be upskilled on Electric Vehiclecharge tariff and Battery storage air source heat pumps and any new products..
• ZCL Supporting Charge Anytime customers answering calls and email contact troubleshooting from onboarding issues to more complex indepth queries.
• Be a subject matter expert on our comprehensive CRM system that supports all ZCL products and services.
• Working with internal and external partners such as booking surveying supply and installation teams to ensure we deliver the best experience possible and meet our SLAs
• Logging all customer contact comprehensively to ensure the information captured helps us identify key areas for improvement using our crm systems.
• Owning live issues and progressing them through to resolution as quickly as possible and provide additional support where things havent quite gone to plan
• Actively own customer complaints always do the right thing to ensure were getting customers back on track - escalating to central complaints by exception
• Using systems and your own knowledge to troubleshoot and diagnose issues and where you can resolve them at the first point of contact
• Escalating to third parties and following up resolution of any issues that cannot be resolved by our team
• Bringing the customer into to room and advocating for product and service changes that could improve customer experience at every opportunity
• Supporting innovation projects including recruitment and onboarding of customers - engaging customers on sharing the benefits of our trials and assessing their eligibility for products and services and making them aware of the benefits and supporting them with their innovation product in life

Systems: Salesforce Zoho CRM & Desk Google Workspace

Youll be a successful Zero Carbon Living Ops Support Expert at OVO if you

• Have excellent communication skills to include speaking to a diverse group of people from installers end customers internal and external departments and organisations
• Strong organisation skills high conscientiousness and able to effectively manage competing priorities
• Accountability for your own work and ability to work within agreed SLAs
• Ability to problem solve work independently and take initiative
• Adaptable and quick to respond in a rapidly changing environment
• Excellent ability to work in a team good personal timekeeping and natural ability to work to our core values; Do whats right Find a way & Build something great

You wont like this role if you

• Arent comfortable working in a fast paced environment with always lots to learn
• Need a rigid work structure
• Struggle with problem solving
• Prefer to work in isolation in our team its all about supporting each other
• Dont expect to regularly interact directly with customers via multiple channels

Lets talk about whats in it for you:

Well pay you between 24020 and 31500 depending on your specific skills and experience.

We keep our pay ranges broad on purpose to give us and you flexibility to match your experience to our zero carbon mission.

Youll be eligible for an on-target bonus of 15%. 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 OVOand theres flex pay. Well give you 9% Flex Pay on top of your salary 4% of this is auto enrolled into your pension and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits including our green benefits which weve put at the heart of our offering add to your pension or even take it as cash.

Heres a taster of whats on offer:

For starters youll 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 travel insurance workplace ISA will writing services dental insurance and more

For your lifestyle
With extra holiday buying discount dining home & tech loans and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to 400 towards any OVO Energy plan plus great discounts on solar 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 others 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. Its up to you.

Oh and one last thing...

Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you!

If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.

Required Experience:

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