Customer Service Advisor
Customer Service Advisor
Location: Bristol or Glasgow - more on this below!Salary: Starting base salary of £23,000 which will increase to £25,000 once your training and probation period are completed.
Experience: Learner - customer facing in a service environment with digital experience and problem-solving skills advantageous
Working pattern: Full time - 37 hours per week (Shift times are between 8am - 6:15pm Monday to Friday and one Saturday per month from 9am - 2pm)
Where you’ll work:
At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.
All our roles are hub based (Bristol or Glasgow), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.
For this role, you'll need to be based within a reasonable distance from our offices (30 miles) and able to travel into either our Bristol or Glasgow hub 2 times per week.
This role:
As a Customer Service Advisor, your role is to provide consistently outstanding service to OVO’s customers across the entire customer lifecycle. You serve to solve, ensuring customers’ needs are met whilst informing and educating on our Plan Zero mission and connecting them with products and services that support home decarbonisation.This is a customer facing role, so you should enjoy talking to people. You’ll resolve customer inbound queries through calls, web chat, WhatsApp and emails.
Key outcomes:
- Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts
- Quickly understand the root cause of customer contact, taking ownership for solving queries first time to prevent repeat contact
- Coach your teammates 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
- Autonomously manage your day, ensuring the overall objectives of the squad are achieved
- Prepare, attend and actively contribute at squad meetings as appropriate
- Identify and implement continuous improvement efforts in both squad ways of working and customer experience
- Be an OVO ambassador, promoting our range of products & services to customers
- Be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote a Zero Carbon Living
- Take accountability for your own development and use the tools provided to allow yourself to have strong conversations around our new and existing products
- Enjoy working in a fast paced customer service environment, and have a real passion for providing outstanding customer service and an eye for continuous improvement.
- Have experience of cross selling.
Let’s talk about what’s in it for you
As well as a base salary of £23,000, which rises to £25,000 after probation, you’ll be eligible to qualify for a monthly incentive which is based on squad achieving performance measures.
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 it to your pension, or choose to spend it on a huge range of flex benefits.
What’s on offer:
For starters, you’ll get 34 days of holiday (including bank holidays).
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 towards any OVO Energy plan, 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.
For your Belonging
To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO.
Led by our people, for our people- so when you join OVO, you can play a part
- big or small
- with any of the Networks.
It's up to you.