Customer Service Advisor (Zero Carbon Living)
OVO is on a mission to solve the climate crisis and is seeking a Customer Service Advisor to provide outstanding service to customers. The role involves resolving customer queries and promoting products that support home decarbonisation.
Responsibilities
- Provide consistently outstanding service to OVO’s customers across the entire customer lifecycle
- Engage with OVO’s customers, communicating with passion across phone, and occasionally via email
- 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
- Take ownership for the success of the entire 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 using the tools provided to allow yourself to have strong conversations around our new and existing products
Skills
- Learner - customer facing in a service environment with digital experience and problem solving skills 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 be an advocate of Plan Zero
- Have experience of cross selling
- Enjoy working as part of a team but also thrive independently
- Are a brilliant communicator, particularly on the phone. You're comfortable talking to wide range of people about a variety of queries
- Have a passion for helping and supporting vulnerable customers
- Are strong at showing empathy, understanding and compassion to our customers' circumstances
Benefits
- 34 days of holiday (including bank holidays)
- Healthcare cash plan
- Private medical insurance depending on your career level
- Critical illness cover
- Life assurance
- Health assessments
- Gym membership
- Gadget, travel and cyber insurance
- Workplace ISA
- Will writing services
- DNA testing
- Dental insurance
- Extra holiday buying
- Discount dining
- Culture cards
- Tech loans
- Give-as-you-earn donations
- Up to £400 towards any OVO Energy plan
- Personal carbon offsetting
- Great discounts on smart thermostats and EV chargers
- Great deal on ultra-low emission car leasing
- Cycle to work scheme
- Public transport season ticket loans
Company Overview