Customer Service Advisor (Zero Carbon Living)

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.

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.

Teamworking 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 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

You’ll be successful in 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

Let’s talk about what’s in it for you

As well as a base salary of £23,000 which rises to £25,000 after probation. You’ll be eligible to qualify for a monthly incentive which is based on squad achieving performance measures. 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 OVO…and there’s flex pay. It’s 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.

Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays).