Complaints Resolution Agent

**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.

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

You'll be working in one of our Escalated complaint teams, a part of the wider Complaint Operations 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

**What will I be doing?**

As a Complaints 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.
- Key responsibilities include:_
- Answering inbound calls from the rest of the business, customers and external third parties
- 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
- Once you are more experienced, key responsibilities may include:_
- Managing cases that have been passed to the Energy Ombudsman
- Implementing any complaint remedies that the Energy Ombudsman instructs OVO to deliver
- Reviewing and authorising deadlock letters
- Supporting Team Leaders with coaching other agents
- Training new complaint agent recruits
- Handling urgent and emergency complaints ensuring that the highest levels of customer service is delivered whilst protecting OVO's reputation
- Resolving customer complaints that have been sent to OVO's CEO, Members of Parliament or OVO's media team
- Deputising for the Complaints Team Leader where required
- Reviewing complaints raised by front-line agents ensuring that the resolution offered was in line with the customer expectations. Providing feedback to agents and their line managers where necessary
- Supporting the Complaints Management Team in managing stakeholders around the business and providing feedback on improvements needed to reduce complaints
- Supporting the Complaints Management team in managing external third parties (such as the Energy Ombudsman) and ensuring OVO is acting on any feedback they have provided

Responsibilities grow in line with progression through Reward Steps

Working 37 hours per week, our Complaints team is open to customers from 8am - 6pm Monday - Friday so working hours are based on these times. You may also be required to work on a Saturday, depending on business requirements.

**Is this the job for me?**

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 the extra mile to keep our customers happy. 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 team player. 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, enthusiasm and a positive, solutions oriented approach and there's a good chance you'll thrive within the complaints department...

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

Our people are at the heart of Plan Zero. That's why we offer plenty of green benefits and progressive policies to make you feel at home.

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

Then 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 you