Customer Resolution Specialist

Role OVO-View

Team: One Care - Customer Resolution

Location: Glasgow or Bristol (Hub Based - Hybrid)

Salary banding: £28,380 rising to £29,980 (increase is usually with 6-9 months)

Experience: Complaint experience is preferable

Working pattern: Full‑Time

Reporting to: Customer Resolutions Squad Lead

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, Empathetic

Where you’ll work: Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in‑person. You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field‑based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

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 diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

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 Care‑Customer Resolution Squad dealing with escalated complaints, as part of the wider One Care 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 award‑winning service we can be proud of, by fixing any problems in order to provide a resolution to our customers.

As a Customer Resolution Specialist, your role will involve investigating and responding to customer 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, by using your in‑depth knowledge to correct any issues for our customers. 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’ll also be confident in working within a regulated environment and providing feedback to senior management, particularly on anything blocking the resolution of a complaint.

• Providing a tailored service to each customer either over the phone, through email or via letter
• Using your expertise to provide a resolution for our customers
• Ensuring that complaint cases follow OVO’s processes and procedures
• Working towards targets focussing on resolving customer complaints swiftly whilst protecting OVO’s brand
• Flagging any potential issues to management or departments inside OVO
• Managing and prioritising your own workload to ensure that we deliver excellence in resolution consistently

Working within a complaints department can sometimes be challenging and extremely rewarding, you must be able to have a calm, balanced and solution focused approach to all 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 great 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, enthusiasm and a positive, solutions oriented approach and there’s a good chance you’ll thrive within the complaints department.