Customer Resolution Specialist

Role OVO-View

Team: OneCare - Customer Resolution

Location: Glasgow or Bristol (Hub Based - Hybrid)

Salary banding: 28380 rising to 29980 (increase is usually with 6-9 months)

Experience: Complaint experience is preferable

Working pattern: Full-Time

Reporting to:Customer Resolutions Squad Lead

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

This role in 3 words: Ownership. Decision-maker Communicator

Top 3 qualities for this role: Resilience Organisation Empathetic

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:

Youll be working in the Care-Customer Resolution Squad dealing with escalated complaints as part of the wider OneCare team at OVO Energy where our key focus is to place the customer at the heart of everything we do. Youll be an integral part of delivering an award winning service we can be proud of by fixing any problems in order to provide a resolution to our customers.

This role in a nutshell:

As a Customer Resolution Specialist your role will involve investigating and responding to customer complaints by identifying root causes and managing the customers expectations through to resolution. Youll be responsible for rebuilding a customers trust in OVO again by using your in-depth knowledge to correct any issues for our customers.

Our customers are at the heart of everything we do. Were looking for people who are able to build a good rapport with customers and colleagues and are willing to go above and beyond to keep our customers happy. Youll also be confident in working within a regulated environment and providing feedback to senior management particularly on anything blocking the resolution of a complaint.

Your key outcomes will be:

• Providing a tailored service to each customer either over the phone through email or via letter
• Using your expertise to provide a resolution for our customers
• Ensuring that complaint cases follow OVOs processes and procedures
• Working towards targets focussing on resolving customer complaints swiftly whilst protecting OVOs brand
• Flagging any potential issues to management or departments inside OVO
• Managing and prioritising your own workload to ensure that we deliver excellence in resolution consistently

Youll be a successful Customer Resolution Specialist here at OVO if you

Working within a complaints department can sometimes be challenging and extremely rewarding you must be able to have a calm balanced and solution focused approach to all situations.

Youll be able to understand both customer and business needs and utilise this knowledge to provide the best resolution to a customers complaint.

Its important that you have outstanding organisational skills and have the ability to manage and prioritise your own workload.

Most importantly youll share the qualities that have driven our success so far: firstly youre a people person and a great teammate. Youll be adaptable and a clear communicator able to tailor your approach dependent on each individual customer. You show a passion for customer service and getting it right for our customers be the good guy. Throw in lots of initiative enthusiasm and a positive solutions oriented approach and theres a good chance youll thrive within the complaints department...

Lets talk about whats in it for you:

Well pay you 28380 rising to 29980 (increase is usually with 6-9 months).Youll also be eligible to qualify for a monthly incentive which is based on the customer outcomes you and your squad deliver.

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:

IC