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Customer Care Advisor (09/01/2023 start date)

Glasgow, Scotland, United Kingdom
23 days ago
Full time role

Company

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

Please note we are unable to offer sponorship for this role

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?

We’re currently hiring Agents to join our Customer Service team; the team responsible for supporting customers with their boiler insurance policies and  giving peace of mind to customers about their home heating systems.

As a Customer Care Advisor, you’ll be the first point of contact for our CORGI HomePlan customers, delivering a service we can be proud of.

What will I be doing?

Our Customers are the key to our success so you'll play a meaningful role in keeping them happy and driving OVO’s vision! You’ll be on the front line; the first person our customers talk to when they call to raise a claim on their policy, whether this be a heating, electrical, plumbing or drainage fault. It will be your responsibility to thoroughly investigate possible solutions to get our customers the help they need.

Key responsibilities include:

  • Answering and resolving customer enquiries over the phone
  • Advising our customers about other products available to them with the aim of upselling to additional services
  • Provide technical assistance to resolve faults over the telephone
  • Adding / reviewing notes to ensure an efficient customer experience
  • Logging any faults on the internal systems
  • Collaborating closely with different departments including our field-based engineers
  • Working towards targets and clear objectives set by the business which drive our Plan Zero vision
  • Investigating sophisticated repairs and problem-solving tricky situations
  • Assess customer claims fairly and consistently, in line with the policy terms and conditions and ensure we Treat Customers Fairly (TC)
  • Optimally manage any issues raised and look to resolve where manageable or call out where appropriate

Is this the job for me?

It’s crucial that you’ve had experience within a customer service environment; even better if you already have an understanding of working towards targets and love smashing them.

Our customers are at the heart of everything we do. We’re looking for people who are willing to go above and beyond to keep our customers happy.

This is predominantly a phone based role so you’ll need to be comfortable speaking on the phone for most of the day.

Most importantly, you’ll share the qualities that have driven our success so far, you’ll be:

  • A people person and a phenomenal teammate, strong at building rapport with both customers and colleagues.
  • Adaptable, a clear communicator and able to tailor your approach to each individual customer
  • Passionate about customer service and getting it right for our customers
  • Hardworking and positive with a solutions orientated approach
  • A quick learner and able to retain a wealth of information - there's a lot to learn in the energy sector!

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

View Company Profile