Customer Care Admin Assistant

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. Everyone belongs at OVO Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are - we can’t wait to meet you. Where in the world of OVO will I be working? Working within OVO’s award winning Contact Centre, this role is a senior position responsible for delivering the optimum blend of efficiency, great employee experience and supporting delivery of the exceptional service which our OVO customers expect. As part of the wider Customer service team, this role sits within Forecasting and Planning where you will manage 6 direct reports. You will be required to contribute to the wider management of the operation, involving significant stakeholder engagement and playing a critical role in both our employee and customer experience plans. This role provides a breadth of opportunity rarely seen in such positions. What will I be doing? The key focus within our Customer Service Team is to place the customer at the heart of everything we do. As a Customer Care Administrator you will play a key part in supporting our front line care agents, escalated care and the wider business, to fulfil administrative tasks from customer requests and actions to internal requests and projects. You will ensure that all customer feedback/processes are delivered in line with company standards ensuring customer satisfaction in an efficient and accurate manner. You will have a keen interest in communicating with customers, passion for delivering high standards, solving problems and completing general administrative duties. You will also be able to build relationships across several business areas within the Customer Services Department and be confident highlighting any opportunities for improvements to our processes. To be successful in this role, you will also need to work at a fast pace and to a high level of detail and accuracy. Working hours will be flexible within core business hours, Monday to Friday between 08:00-18:00. You will need to fulfil the role within our Bristol office. Is this the job for me? Managing general post room duties such as incoming/outgoing post, distributing to internal teams Processing PSR requests and services Auditing accounts and resolving issues Speaking to vulnerable customers by phone and email Supporting/Communicating with care on general queries Taking on projects to improve processes within the team and the wider business Identifying trends in our workstreams Understanding and processing Power of Attorney documents Be able to manage their own time Offering help and advice on all areas to all areas of the business Providing exemplary customer service through administrative tasks Are youAble to work from the Bristol office on a regular basis? Passionate about customer service and delivering an excellent customer experience Able to work towards team targets Self motivated, driven by efficiency and quality Excellent communicators, both on the phone and by email, and with other team members Natural problem solvers Able to work well under pressure in a fast paced environment, adapt to change and eager to take on new challenges Enthusiastic individual with an ability to motivate and be a key part of their dynamic team IT literate, and confident with the use of multiple systems used for customer services and escalated care Brilliant benefits for a world-changing teamOur 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 your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith 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, an