Customer Service Advisor; Zero Carbon

Customer Service Advisor (Zero Carbon Living)

Join OVO as a Customer Service Advisor for our Zero Carbon Living initiative. In this role you will provide outstanding service across all customer lifecycle stages, delivering engaging and accurate support via phone, email, web chat, Whats App and other digital channels.

Based in the Glasgow hub (within 30 miles), you will also attend the Bristol hub as required. Two days per week are expected in the office during training, then two days per month from your squad.

As a Zero Carbon Living Advisor you will:

• Engage with OVO customers across phone, email and chat, communicating with passion.
• Quickly identify root cause of contact and resolve queries to first‑time resolution to prevent repeat contact.
• Actively coach teammates and share knowledge to support squad performance.
• Take ownership for squad success and attend and contribute to squad meetings.
• Identify and implement continuous improvement initiatives for squad methods and customer experience.
• Promote OVO products and services that support home decarbonisation.
• Maintain professional development using available tools and resources.

• Enjoy fast‑paced customer‑service environment, passionate about delivering outstanding service and continuous improvement.
• Experience cross‑selling and problem‑solving in a service environment.
• Strong communication skills; great teammate and creative thinker.
• Demonstrate OVO values and advocate of Plan Zero.
• Ability to work independently and as part of a squad.
• Prior customer‑facing role, preferably in a digital or call‑centre setting (learner acceptable).

Base salary £25,086, rising to £26,770 after successful probation within 9 months. Eligible for monthly incentive based on squad performance. Flex pay (extra 9 % of salary) available. 34 days holiday including bank holidays. Comprehensive benefits: healthcare/medical insurance (level‑dependent), critical illness cover, life assurance, gym membership, travel and cyber insurance, ISA, etc. Parking, cycle‑to‑work and low‑emission car leasing options. 8 belonging networks and a flexible benefits range.

Full time – 37 hours per week. Shift times 8:00–18:15 Monday–Friday, plus 9:00–14:00 Saturday (once a month). The role may be partly remote.

We are unable to offer sponsorship for this role.

If you meet many of the qualities but not every single one, we still welcome your application.