Domestic Energy - Customer Advisor

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 as part of the Energy Solutions Direct Delivery team where your key focus will be to assess properties for retrofit suitability, liaising with our able to pay customers and providing them support along their journey to zero carbon living.

You will be a primary point of contact for our OVO Energy customers and the customers of our affiliate partners, so you'll  be expected to promote the benefits of low-carbon retrofit in order to help them make the decision as to whether or not it is the correct solution for them. Working with the wider team you will collect information to confirm customers eligibility for  relevant funding such as the Energy Company Obligation (ECO) scheme. By doing  all of this we will help households to reduce their carbon emissions and their energy bills.

What will I be doing?

The key objective of this role is to support the customer throughout their journey, being a key touch point for information about any aspect of their quotation, ensuring they understand the measures being fitted and the benefit that they will be bringing them, and offering advice on additional measures, funding and grants relevant to them. You will be expected to understand and evaluate technical information (EPC, PAS, MCS) in order to ensure that the measures selected for their property are fit for purpose and installation.

You will be working closely with colleagues in our Direct Delivery team and our supply chain to maintain the highest standards of customer service, delivery and customer satisfaction through all stages of the customer journey. Keeping the customer in the forethought of everything that you do.

As part of this role you will be required to maintain and log customer details within each project tracker, upload completed documents and ensure all assurance/ compliance log and checks have been recorded. 

Key responsibilities include:

• Evaluating a customer’s requirements and providing accurate and up-to-date independent advice about low carbon retrofit options for their homes.
• Assisting with the creation of customer contracts and quotation packs within a specific time period for customers across the UK
• Providing outstanding customer service from inception through to installation for each customer and owning their customer journey
• Arranging virtual or in person calls with private homeowners to review the results of any property assessments and secure the successful delivery of OVO energy retrofit measures to their property 
• Reviewing previous energy bills and understanding the daily energy usage in the home in order to assist the customer to identify their best solution.
• Evaluate customer’s retrofit plans and arrange subsequent discussions with the customers to make sure the service promised has been delivered and that the customer is happy with their purchase. 
•  Coordination with internal departments to help resolve commercial, technical and financial challenges

The main purpose of the role is to engage with each customer and ensure they fully  understand their quotation, scope of work (including all costs, timescales and technologies) and that their customer journey is the best that OVO can offer

Is this the job for me?

Life at OVO can be quite fast-paced, where change happens quickly and so you’re comfortable being flexible and working on your own initiative. You thrive on challenges and making a difference for our customers - our customers are at the heart of what we do, so we’re looking for somebody with a passion for providing the best service possible for customers.

You will have previous experience in a sales or customer facing role. You’re confident in developing discussions and presenting to customers the details and benefits of  energy efficient measures with a good understanding of PAS and MCS technologies. An understanding of Energy Company Obligation would be beneficial

Ideally you will:

• Be a strong communicator with the ability to tailor your approach to each individual customer
• Have a sales background within the domestic energy efficiency sector or come from a customer facing role where energy efficiency measures and decarbonisation were at the heart of your daily discussions
• Domestic Energy Assessor and/or Retrofit Assessor experience will be beneficial but not essential
• Have experience of working with private home owners or landlords on retrofit energy efficiency measures
• Be confident using different IT  systems - we use Google Workspace  at OVO
• Be comfortable managing and prioritising your own workload - you’ll have  outstanding organisational/time management skills
• Be detail-oriented with a proactive, positive and solutions orientated approach - you’re a natural problem solver with an entrepreneurial mind-set
• Have demonstrable knowledge of: External and Cavity Wall Insulation, Loft Insulation, Air Source Heat Pumps andSolar PV systems. A similar understanding of other domestic heating systems is a benefit but not essential.

The energy sector is dynamic and can be complex; there is a lot to learn, so it’s a huge plus if you’re a quick learner and able to retain a wealth of information

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!