Zero Carbon Living Ops Support Expert

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?

Working within the Zero Carbon Living Ops Support Team at OVO energy you’ll play a key role supporting the delivery of Plan Zero by helping our members understand and implement the right physical interventions to drive them to zero carbon living.

The energy industry has changed a lot in recent years, and we don’t expect that to stop any time soon. OVO Energy is changing too - we’re more than just an energy supplier, we’re leading the way in showing our customers the energy world of tomorrow. By creating innovative technology we’re helping customers manage their energy better, decrease their bills and drive their electric vehicles further - all whilst improving our planet for generations to come.

Zero Carbon Living is the future for our customers, and a pathway to reducing their carbon footprint. Your role as a Zero Carbon Living Ops Support Expert places you in the position to help customers realise this future

What will I be doing?

As a vital part of the Zero Carbon Living Services department, you will be responsible for ensuring customers are supported throughout their Zero Carbon Living journey. From the second they enquire about our products, to the end of their product warranty, you’ll provide first class support across our products at different stages of our customers' experience.  Some of the products supported in this team are electric vehicle smart chargers, solar panels and heat pumps. We also support the Energy Expert team - helping customers understand the energy efficiency of their homes and providing expert advice on both behavioural and product improvements. These are new and exciting products and that means we’re still learning! We’re looking for people that can help us incubate products and learn everything we can about our customer journey so we can make recommendations for improvements as we look to offer products to more of our customers. 

Key responsibilities include:

• Knowing our products and customer installation journeys inside and out so you are able to give customers the confidence that we are the decarbonisation partner of choice
• Supporting the customers E2E journey across all ZCL solutions products inclusive of Electric Vehicle chargers and tariff, Solar PV and Battery storage, air source heat pumps and any new products ZCL brings to market. 
• Be a subject matter expert on our comprehensive CRM system that supports all ZCL products and services. 
• Supporting operational processes to from stock management to DNO applications
• Working with internal and external partners, such as booking, surveying, supply and installation teams to ensure we deliver the best experience possible and meet our SLA’s
• Logging all customer contact comprehensively, to ensure the information captured helps us identify key areas for improvement
• Owning live issues and progressing them through to resolution as quickly as possible and provide additional support where things haven’t quite gone to plan
• Actively own customer complaints, always do the right thing to ensure we’re getting customers back on track - escalating to central complaints by exception
• Using systems and your own knowledge to troubleshoot and diagnose issues and  where you can, resolve them at the first point of contact
• Escalating to third parties and following up resolution of any issues that cannot be resolved by our team
• Bringing the customer into to room and advocating for product and service changes that could improve customer experience at every opportunity
• Supporting innovation projects, including recruitment and onboarding of customers - engaging customers on sharing the benefits of our trials and assessing their eligibility for products and services and making them aware of the benefits and supporting them with their innovation product in life

Is this the job for me?

As a minimum you will have: 

• Excellent communication skills to include speaking to a diverse group of people, from installers, end customers, internal and external departments and organisations
• Strong organisation skills, high conscientiousness and able to effectively manage competing priorities
• Accountability for your own work, and ability to work within agreed SLA’s
• Ability to problem solve, work independently and take initiative
• Adaptable and quick to respond in a rapidly changing environment
• Excellent ability to work in a team, good personal timekeeping and natural ability to work to our core values; Do what’s right, Find a way & Build something great
• Experience of Google applications (Gmail, Docs, Sheets etc)

 Ideally you will have:

• 2 years Customer Services Experience
• Knowledge of the Energy Industry
• Interest in Zero Carbon Living and the future of energy technology

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!