EHU Complaint Handler

Any of our offices
6 days ago
Full time role


OVO Energy

Bristol, Bristol, City of, United Kingdom

OVO Energy is an independent energy technology company and supplier. The company was launched in 2009. OVO Energy is set ...

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Job Description

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?

You’ll be working in the EHU complaints Team, which sits within the Complaint Operation Department. As part of the wider Customer Service team at OVO Energy where our key focus is to place the customer at the heart of everything we do. You’ll be an integral part of delivering an awarding winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019!

What will I be doing?

As part of the EHU team, your role will involve investigating and responding to customer & Extra help Unit complaints by identifying root causes and managing the customer’s expectations through to resolution. You’ll be responsible for rebuilding a customer’s trust in OVO again. 

Key responsibilities include:

  • Providing a bespoke service to each customer either over the phone, through email or via letter
  • Case management of complaints received via the Extra Help Unit 
  • Ensuring that complaint cases follow OVO’s processes and procedures
  • Working towards targets focussing on resolving customer complaints whilst protecting OVO’s brand
  • Answering inbound calls from, customers and the Extra Help Unit 
  • Flagging any potential issues to management or departments inside OVO
  • Managing and prioritising your own workload to ensure that excellent customer service is provided consistently

Once you are more experienced, key responsibilities can include:

  • Supporting Team Leaders with coaching other agents
  • Training new complaint agent recruits
  • Handling urgent and emergency complaints ensuring that the highest levels of customer service is delivered whilst protecting OVO’s reputation
  • Resolving customer complaints that have been sent to OVO’s CEO, Members of Parliament or OVO’s media team
  • Deputising for the Complaints Team Leader where required

Is this the job for me?

Our customers are at the heart of everything we do. We’re looking for people who are able to build a good rapport with customers and colleagues and are willing to go the extra mile to keep our customers happy.

It’s essential that you have at least two years of complaints experience; you should also love working to targets and smashing them!

Working within a complaints department can be quite challenging so you must be able to have a calm, balanced and solution focused approach to stressful situations.

You’ll be able to understand both customer and business needs and utilise this knowledge to provide the best resolution to a customer’s complaint.

It’s important that you have outstanding organisational skills and have the ability to manage and prioritise your own workload.

Most importantly, you’ll share the qualities that have driven our success so far: firstly, you're a people person and a team player. You’ll be adaptable and a clear communicator, able to tailor your approach dependent on each individual customer. You show a passion for customer service and getting it right for our customers – be the good guy. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there’s a good chance you’ll thrive within the complaints department...

Brilliant benefits for a world-changing team

Our 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 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 off any OVO Energy plan (when you pay by Direct Debit), 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

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

OVO Energy

Bristol, Bristol, City of, United Kingdom

OVO Energy is an independent energy technology company and supplier. The company was launched in 2009. OVO Energy is set ...

View Company Profile