Customer Service Advisor (Zero Carbon Living

Customer Service Advisor (Zero Carbon Living)

Location:

Bristol

Start dates for Bristol:
Monday 7th September
Monday 14th September

Team: OVO Care, Account Management

Salary banding:
You'll start on a base salary of £26,794, 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.

Experience:

Learner - customer-facing in a service environment, with digital experience and problem-solving skills advantageous

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 role

This role in 3 words:
Fun, rewarding, and customer-centric

Top 3 qualities for this role:
Communication, great teammate, and creative thinking

Where 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 our Bristol hub. The expectation is 2 days per week in the office during the training period, and then 2 days per month once you're in your squad.

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 diverse 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:

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.

We embrace challenges, continuously provide feedback, and proactively seek opportunities to improve, innovate, and progress towards a zero-carbon future.

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; this will include some of OVO’s most vulnerable customers. 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 telephony-based role, so you’ll be resolving customer inbound queries through calls and some emails.

Your key outcomes will be

- Engaging with OVO’s customers, communicating with passion across phone and occasionally via email
- 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…