Customer Service Advisor (Zero Carbon Living)

Role OVO-view

Location: Bristol

Team: OVO Care Account Management.

Salary banding: Starting base salary of 25950 which will increase to 26770 once your training and probation period are completed. This is usually within 9 months although can be quicker depending on previous experience!

Experience: Learner - customer facing in a service environment with digital experience and problem solving skills advantageous

Working pattern: Full time - 37 hours per week(Shift times are between 8am - 6:15pm Monday to Friday and one Saturday per month from 9am - 2pm)

Sponsorship: 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 great teammate creative thinking

Start dates for Bristol :

Monday 7th September

Monday 14th September

Where youll work:

At OVO we understand that a one size fits all approach doesnt work for everyone. Thats why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol or Glasgow) providing a dedicated space for collaboration connection and teamwork. Youll also have the flexibility to work from home.

For this role youll need to be based within a reasonable distance from our offices (30 miles) and able to travel into our Bristol hub. The expectation is 2 days per week in office during the training period and then will be 2 days per month once youre in your squad.

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 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:

Our way of working enables us to treat our customers as individuals. We understand their needs in a personal and relevant way resolving their queries as quickly as possible; we call this Account Management.

Were working together in squads with the same zero-carbon goal in mind; its not just a way of working - its a culture and a mentality. Squad life is all about self-managing as a group and making decisions together.

With Plan Zero at front of mind were all about making things better looking for opportunities to deliver customer value in a constantly evolving landscape. Squads are encouraged to try innovative approaches learning and adapting quickly are core to our development culture.

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 OVOs customers across the entire customer lifecycle; this will include some of OVOs most vulnerable customers. You serve to solve ensuring customers needs are met whilst informing and educating on our Plan Zero mission and connecting them with products and services that support home decarbonisation. This is a telephony based role so youll be resolving customer inbound queries through calls and some emails.

Your key outcomes will be:

• Engaging with OVOs customers communicating with passion across phone and occasionally via email.
• Quickly understand the root cause of customer contact taking ownership for solving queries first time to prevent repeat contact.
• Coach your teammates 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 squad meetings as appropriate.
• Identify and implement continuous improvement efforts in both squad ways of working and customer experience.
• Be an OVO ambassador promoting our range of products & services to customers.
• Be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote a Zero Carbon Living.
• Take accountability for your own development and using the tools provided to allow yourself to have strong conversations around our new and existing products.

Youll be successfulin this role at OVO if you

• 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.
• Have experience of cross selling.
• Enjoy working as part of a team but also thrive independently.
• Are a brilliant communicator particularly on the phone. Youre comfortable talking to wide range of people about a variety of queries.
• Have a passion for helping and supporting vulnerable customers.
• Are strong at showing empathy understanding and compassion to our customers circumstances. At times you may need to have in-depth and sensitive conversations with customers.

Lets talk about whats in it for you

As well as a base salary of 25950 which rises to 26770 once you reach Level 2 (usually after 6-9 months but depends on each individual). Youll also be eligible to qualify for a monthly incentive which is based on squad achieving performance measures.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVOand theres flex pay. Its 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.

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 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 400 towards any OVO Energy plan 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 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..