Customer Service Advisor (Zero Carbon Living)

As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO's customers across the entire customer lifecycle. You serve to solve, ensuring customer's 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.

Your key outcomes will be:

- 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 the 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 of 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
- To be an OVO ambassador, promoting our range of products & services to customers
- To be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote a Zero Carbon Living

Experience: Learner - customer facing in a service environment with digital experience and problem-solving skills is advantageous, 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
- Demonstrate our OVO values and are an advocate of Plan Zero
- Have experience of cross selling
- Enjoy working as part of a team but also thrive independently

Salary banding: Starting base salary of £25,086, which will increase to £26,770 once your training and probation period are completed. This is usually within 9 months, although it can be quicker depending on previous experience!, 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), As well as a base salary of £25,086, which rises to £26,770 once you reach Level 2 (usually after 6-9 months, but depends on each individual). You'll also be eligible to qualify for a monthly incentive which is based on the 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.

Here's a taster of what's on offer:

- 34 days of holiday (including bank holidays)
- Healthcare cash plan or private medical insurance
- Critical illness cover
- Life assurance, health assessments, and more
- Gym membership
- Gadgets, travel and cyber insurance
- Workplace ISA, will writing services
- DNA testing, dental insurance, and more
- Extra holiday buying
- Discount dining and culture cards
- Tech loans
- Supporting your favourite charities with give-as-you-earn donations
- Up to £400 towards any OVO Energy plan
- Discounts on smart thermostats and EV chargers
- Great deals on ultra-low emission car leasing
- Cycle-to-work scheme
- 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.

Oh, and one last thing...

If you have any additional requirements, there's a space to let us know on the application form. We want to make the process as easy and comfortable for you as possible.