Customer Service Advisor

6 months ago

Glasgow, United Kingdom OVO Energy Full time

**Role OVO-View**

**Location**: Hub based Bristol or Glasgow - hybrid working which would involve working from hub ⅔ days a week and the other days the option of home working.

**Team**:_ PayG Vulnerability Segment_

**Salary banding**: Starting base salary of _£23,000 which will increase to £25,000 once your training and probation period are completed. This is usually within 6-9 months._

**Experience**: _Mid-level_

**Working pattern**:Both Full time & Part time considered (8am - 6:15pm Monday to Friday, 9am - 2pm Saturday)

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

**This role in 3 words**:_ Dynamic - Rewarding - Collaborative_

**Top 3 qualities for this role**: _Communication. Compassion. Resilience_

**Elevator pitch**

**In the words of the team, you should leave your current role for this one because.**
- "Will give you the opportunity to make a real difference to our customers, in addition to giving you such a rewarding feeling for the support you will be trained to deliver "_

**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 new Account Management model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers' queries as quickly as possible, with the best level of service, in an award winning working environment for our people._
- Squadlife isn't just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line._
- We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouraged to try new approaches, learn and adapt quickly. 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 most vulnerable customers across the entire customer lifecycle within our Pay As You Go segment.

**Your key outcomes will be**:

- Quickly understand the root cause of customer contact, taking ownership for solving queries first time to prevent repeat contact
- Coach your teammates (we call these your squad mates) 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
- Manage your day in line with the schedule and customer demands, ensuring the overall objectives of the squad are achieved
- Prepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)

**You'll be a successful **Zero Carbon Living Advisor** at OVO if you**
- _Have a passion for helping and supporting vulnerable customers, are able to deliver a consistently high level of customer service with excellent communication skills and have the desire to show empathy, understanding and compassion to our customers circumstances _

**You won't like this role if you**
- _Are not comfortable having in depth and at times sensitive conversations about a customers personal circumstances._

**In the words of the team, you should leave your current role for this one because.**
- "Working at OVO is a great environment to develop and learn new skills whilst being part of a successful team."_

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

We'll pay you between £23,000 and £28,000, 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.

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'

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