Zero Carbon Living Ops Support Expert

**Role OVO-View**

**Team**: Zero Carbon Living Operations Support Team

**Location**:Hub Based - Hybrid for all (The team meets quarterly at different Hubs - travel will be expected on these occasions)

**Salary banding**: £24,020 - £31,500

**Experience**: Mid Level

**Working pattern**:Full-Time

**Reporting to**:Ian-Lewis Sheppard (ZCL Operations Lead)

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

**This role in 3 words**: Exciting, dynamic, challenging

**Top 3 qualities for this role**: Organised, empathetic, problem solver

**Where you'll work**:
Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person.

You'll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

**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 abilities, 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:
Zero Carbon Living is the future for our customers, and a pathway to reducing their carbon footprint. Your role as a Zero Carbon Living Ops Support Expert places you in the position to help customers realise this future.

**This role in a nutshell**:
Working within the Zero Carbon Living Ops Support Team at OVO energy you'll play a key role supporting the delivery of Plan Zero by helping our customers understand and implement the right physical interventions to drive them to zero carbon living. Being a part of the Drive/commercial team you will have regular customer interaction as this is key to staying close to customer experiences and ensuring the smoothest possible path to zero.

**Your key outcomes will be**:

- Knowing our products and customer installation journeys inside and out so you are able to give customers the confidence that we are the decarbonisation partner of choice..
- Supporting the customers E2E journey across all ZCL solutions products You will start supporting Charge Anytime and then be upskilled on Electric Vehicle,charge tariff and Battery storage, air source heat pumps and any new products..
- Working with internal and external partners, such as booking, surveying, supply and installation teams to ensure we deliver the best experience possible and meet our SLA's
- Logging all customer contact comprehensively, to ensure the information captured helps us identify key areas for improvement using our crm systems.
- Owning live issues and progressing them through to resolution as quickly as possible and provide additional support where things haven't quite gone to plan
- Actively own customer complaints, always do the right thing to ensure we're getting customers back on track - escalating to central complaints by exception
- Using systems and your own knowledge to troubleshoot and diagnose issues and where you can, resolve them at the first point of contact
- Escalating to third parties and following up resolution of any issues that cannot be resolved by our team
- Bringing the customer into to room and advocating for product and service changes that could improve customer experience at every opportunity
- Supporting innovation projects, including recruitment and onboarding of customers - engaging customers on sharing the benefits of our trials and assessing their eligibility for products and services and making them aware of the benefits and supporting them with their innovation product in life

**Systems**: Salesforce, Zoho CRM & Desk, Google Workspace

**You'll be a successful Zero Carbon Living Ops Support Expert at OVO if you**
- Have excellent communication skills to include speaking to a diverse group of people, from installers, end customers, internal and external departments and organisations
- Strong organisation skills, high conscientiousness and able to effectively manage competing priorities
- Accountability for your own work, and ability to work within agreed SLA's
- Ability to problem solve, work independently and take initiative
- Adaptable and quick to respond in a rapidly changing environment
- Excellent ability to work in a team, good personal timekeeping and natural ability to work to our core values; Do what's right, Find a way & Build something great

**You won't like this role if you**
- Aren't comfortable working in a fast paced environment with always lots to learn
- Need a rigid work structure
- Struggle with problem solving
- Prefer to work in isolatio