Customer Service Advisor; Zero Carbon

Position: Customer Service Advisor (Zero Carbon Living)
Customer Service AdvisorLocation: BristolStart date for Bristol: 6th July 2026Team: OVO Care, Account ManagementSalary banding: Starting base salary of £25,950, which will increase to £26,770 once your training and probation period are completed. This is usually within nine months, although it can be quicker, depending on previous experience!Working pattern: Full-time - 37 hours per week (shift times are between 8am - 6:15pm Monday to Friday and one Saturday per month from 9am - 2pm)Sponsorship: We are unable to offer sponsorship for this roleWhere you'll work:At OVO, we understand that a one-size-fits-all approach doesn't work for everyone.

That's why we created the OVO Way of Flexibility.

All our roles are hub-based (Bristol or Glasgow), providing a dedicated space for collaboration, connection and teamwork. You'll also have the flexibility to work from home.

For this role, you'll need to be based within a reasonable distance from our offices (30 miles) and able to travel into either our Bristol or Glasgow hub two times per week during your training period (first 7 weeks), and then at least two times a month once you're in your squad.Team working for the planetEverything 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:

Our way of working enables us to treat our customers as individuals. We understand their needs in a personal and relevant way, resolving their queries as quickly as possible; we call this Account Management.

We're working together in squads with the same zero carbon goal in mind; it's not just a way of working - it's a culture and a mentality. Squad life is all about self-managing as a group and making decisions together.

With Plan Zero at the front of mind, we're all about making things better, looking for opportunities to deliver customer value in a constantly evolving landscape. Squads are encouraged to try innovative approaches, and learning and adapting quickly are core to our development culture.This role in a nutshell:As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO's customers across the entire customer lifecycle.

You serve to solve, ensuring customers' needs are met whilst informing and educating on our Plan Zero mission and connecting them with products and services that support home decarbonisation. This is a customer-facing role, so you should enjoy talking to people. You'll resolve customer inbound queries through calls, web chat, Whats App and emails.Your key outcomes will be:- Engaging with OVO's customers, communicating with passion across phone, email, and web chat contacts
- Quickly understand the root cause of customer contact, taking ownership for solving queries the first time to prevent repeat contact
- Coach your teammates in areas where you have a deeper level of knowledge or skill - this might be to help answer a customer query in the moment or to enhance the overall knowledge across the squad
- Take ownership for the success of the entire squad. We believe the strength of the squad is each individual advisor, but the strength of each advisor is the squad
- Autonomously manage your day, ensuring the overall objectives of the squad are achieved
- Prepare, attend and actively contribute at squad meetings as appropriate
- Identify and implement continuous improvement efforts in both squad ways of working and customer experience
- Be an OVO ambassador, promoting our range of products & services to customers
- Be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote Zero Carbon Living
- Take accountability for your own development and use the tools provided to allow yourself to have strong conversations around our new and existing productsYou'll be successful in this role at OVO if you - Enjoy working in a fast-paced customer service environment, and have a real passion for providing outstanding customer service and an eye for continuous improvement
- Demonstrate our OVO values and be an advocate of Plan Zero
- Have experience in cross-selling
- Enjoy working as part of a…