Customer Service Advisor; Zero Carbon

Role OVO-view

Location: Glasgow (information on start dates below)

Team: OVO Care, Account Management

Salary banding: Starting base salary of £24,308 which will increase to £25,940 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:

Glasgow: 14th July, 4th August

If you have had a break in your career or reduced work due to menopause symptoms & are looking to make a return, we are offering free, expert support, including workshops and coaching. Please reach out via Revive & Thrive | The People Portfolioto find out more and express interest

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s 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. You’ll also have the flexibility to work from home.

For this role, you'll need to be based within a reasonable distance from our offices (30 miles) and able to travel into either our Bristol or Glasgow hub 2 times per week during your training period (first 7 weeks), and then at least 2 times a month once you're in your squad.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Team working for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s 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.

We're working together in squads with the same zero-carbon goal in mind; it's not just a way of working - it's 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, we're 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 OVO’s customers across the entire customer lifecycle. You serve to solve, ensuring customer’s 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 customer facing role, so you should enjoy talking to people.

You’ll resolve customer inbound queries through calls, web chat, whatsapp and emails.

Your key outcomes will be:

• Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts
• 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…