Field Complaints Specialist

2 months ago

Bristol, United Kingdom OVO Energy Full time

**We're making zero carbon happen**

We're OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast.

We call this Plan Zero - and it shows how we'll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

**Do great green things with OVO Energy**

So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

**Location**: Remote or Hub Based (Bristol, London or Glasgow)
- But you have the flexibility to work wherever suits you best_

**Department**: Field Services Support

**Salary banding**: £24,000 - £30,000

**Experience**: Learner

**Working pattern**:Full-Time (9 Month Fixed Term)

**Reporting to**:Emma Guardiola, Senior Customer Operations Manager

**Sponsorship**: Unfortunately we are unable to offer sponsorship for this role.

**This role in 3 words**: Customer focused. Problem solving. Do-er.

**Top 3 traits for this role**: Organised. Resilient. Communication

**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.

**Where in the world of OVO will I be working?**

The OVO Group's mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. OVO Metering is at the heart of bringing Britain's energy system into the 21st Century. Field Operations is an integral part in creating a smart energy system which will mean that our energy networks are run in a completely new way. You'll be working in one of two Operations teams (part of Performance Improvement).

**What will I be doing?**

You will be responsible for ensuring our customers receive the support they need, when they need it most. You'll monitor and identify customer needs and work to ensure the customer's experience is as seamless as possible.

**Key Responsibilities**
- Supporting our field services teams in effective complaints management
- Reviewing customer accounts to ensure appointment requests are accurate to prevent downstream issues when our engineers arrive on site
- Work across both our direct and 3rd party metering teams
- Close the loop on failed appointments, by identifying failed customer appointments and ensuring the correct next steps are taken quickly
- Identify additional opportunities to expedite resolutions for our customers

**Is this the job for me?**

**Essential skills and experience**:

- Customer services and complaints handling experience
- Proactive, resolution focused individual striving to do the right thing
- Great customer service skills, able to provide solutions and reassure customers
- Ability to work across multiple systems and platforms


**Ideally you will have**
- Knowledge of or have worked in a complaints environment
- Great stakeholder skills, able to work and collaborate across different business areas to deliver the right customer outcomes
- Knowledge or experience of the energy sector

**Brilliant benefits for a world-changing team**

We'll pay you between £24,000 and £30,000, depending on your specific skills and experience. If your expectations are a little different, we'd love to hear from you We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

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 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 £300 off any OVO Energy plan (when you pay by Direct Debit), 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 T

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