Complaint Resolution Agent

3 months ago

Bristol, United Kingdom OVO Energy Full time

**Role OVO-View**

**Location**: Hub based Bristol

**Team**: Complaints Team

**Salary banding**:£25,420

**Experience**:Strong communication skills, happy to dial out and speak to customers, resilient and a natural innovator able to think outside the box to help resolve problems.

**Working pattern**:Full-Time

**Reporting to**:Zoe Naughalty, Complaints Manager

**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***

**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 a diverse group of 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:
You'll be working in the Complaints Team dealing with escalated complaints, a part of the wider Customer Service team at OVO Energy where our key focus is to place the customer at the heart of everything we do. You'll be an integral part of delivering an awarding winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019

**This role in a nutshell**:
As a Complaint Resolution Agent, your role will involve investigating and responding to customer complaints by identifying root causes and managing the customer's expectations through to resolution. You'll be responsible for rebuilding a customer's trust in OVO again.

Our customers are at the heart of everything we do. We're 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. You will also be confident in collaborating closely with and providing feedback to senior management.

**Your key outcomes will be**:

- Answering inbound calls from the customers.
- Ensuring that complaint cases follow OVO's processes and procedures
- Working towards targets focussing on resolving customer complaints whilst protecting OVO's brand
- Flagging any potential issues to management or departments inside OVO
- Managing and prioritising your own workload to ensure that excellent customer service is provided consistently

**You'll be a successful **Complaint Resolution Agent here** at OVO if you**

It's ideal that you have at least two years of complaints experience; you should also love working to targets and smashing them

Working within a complaints department can be quite challenging so you must be able to have a calm, balanced and solution focused approach to stressful situations.

You'll be able to understand both customer and business needs and utilise this knowledge to provide the best resolution to a customer's complaint.

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

Most importantly, you'll share the qualities that have driven our success so far: firstly, you're a people person and a great teammate. You'll 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, passion and a positive, solutions oriented approach and there's a good chance you'll thrive within the complaints department...

**Let's talk about what's in it for you**

We'll pay you £25,420 depending on your specific skills and experience. If your expectations are a little different, have a chat with us

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You'll be eligible for an on-target bonus of 15%. 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).

**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 din

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