Advanced Resolution Specialist

Role OVO-View

Location: Hub based! Bristol or Glasgow
But you have the flexibility to work wherever suits you best

Team: Complaints Team

Salary banding: £25,420 

Experience: Strong communication skills, happy to dial out and speak to customers, resilient and a natural innovator able to think creatively to help resolve problems.  

Working pattern: Full-Time

Reporting to: Zoe Naughalty, Complaints Manager

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Ownership. Decision-maker, Communicator

Top 3 qualities for this role: Resilience, Organisation, Compassionate

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need a diverse group of people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Team working for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

You’ll be working in the Complaints Team dealing with complaints,  a 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!

This role in a nutshell:

As a Complaint Resolution Agent, your role will involve investigating and responding to customer complaints by identifying root causes and handling the customer’s expectations through to resolution. You’ll be responsible for rebuilding a customer’s trust in OVO again. 

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 above and beyond to keep our customers happy. You will also be confident in collaborating closely with and providing feedback to senior management. 

Your key outcomes will be:

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

You’ll be a successful Complaint Resolution Agent here at OVO if you…

It’s ideal 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 complicated so you have to be 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 handle 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 an excellent teammate. 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, passion and a positive, solutions oriented approach and there’s a good chance you’ll thrive within the complaints department...

Let’s talk about what’s in it for you

We’ll pay you £25,420 depending on your specific skills and experience. If your expectations are a little different, let us know!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and 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 starters, you’ll get 34 days of holiday (including bank holidays).

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.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

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! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.