Customer Service Advisor (Zero Carbon Living

Job Specifics

• Reference No: SD084
• Location: WFH (2 days in office in Glasgow per month)
• Hours: Full time – 37 hours per week (Shift times are between 8am – 6:15pm Monday to Friday and one Saturday per month from 9am – 2pm
• Salary: £26,794 per annum starting salary – with progression to £27,641 once you demonstrate consistent performance, increased knowledge and the OVO values. On average, advisors achieve this within 9 to 12 months.
• Closing Date: Ongoing
• CAMPAIGN START DATES: 24th & 31st August, and 7th September

Our client is 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 gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

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 our Glasgow hub. The expectation is 2 days per week in office during the training period and then will be 2 days per month once you’re in your squad.

As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to their customers across the entire customer lifecycle; this will include some of their most vulnerable customers. You serve to solve, ensuring customer’s 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 telephony based role so you’ll be resolving customer inbound queries through calls, and some emails.

Benefits package includes
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As well as a base salary of £25,950 which rises to £26,770 once you reach Level 2 (usually after 6-9 months but depends on each individual). You’ll also be eligible to qualify for a monthly incentive which is based on squad achieving performance measures.

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 £400 towards any of their Energy plan , 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

You’ll be successful in this role 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 their values and be an advocate of Plan Zero.
• Have experience of cross selling.
• Enjoy working as part of a team but also thrive independently.
• Are a brilliant communicator, particularly on the phone. You’re comfortable talking to wide range of people about a variety of queries.
• Have a passion for helping and supporting vulnerable customers.
• Are strong at showing empathy, understanding and compassion to our customers’ circumstances. At times you may need to have in-depth and sensitive conversations with customers.

• Engaging with customers, communicating with passion across phone, and occasionally via email.
• Quickly understand the root cause of customer contact,…