Customer Service Advisor; Zero Carbon

Customer Service Advisor (Zero Carbon Living)

Role OVO-View

Location: Glasgow

Team: Customer Care

Salary banding: You'll start on a base salary of £26,794, progressing to £27,641 once you reach level 2, having demonstrated consistent performance, increased knowledge and the OVO values. On average, advisors achieve this within 9 to 12 months.

Start Dates: January 2027 - Monday 11th, Monday 18th or Monday 25th

Experience: Learner - customer-facing in a service environment

Working pattern: Full-time, 37 hours per week. You will work set shifts, Monday - Friday between 8am and 6:15pm, as well as one Saturday per month from 9am - 2pm.

Sponsorship: We are unable to offer sponsorship for this role.

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

Top 3 qualities for this role: Communication, team player, 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 (office) based, 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 commutable distance to our hub, no more than 30 miles. You will be expected in the hub 2 days per week during the training and onboarding 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, understanding their needs in a personal and relevant way, and owning the customer journey from start to finish.

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, 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 within a dynamic, scheduled environment, where you will be handling a large number of customer contacts each day.

Your key outcomes will be:

- Engaging with OVO’s customers on the phone, and occasionally via email.

- Quickly understanding the root cause of customer contact, taking ownership of solving queries 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 of the success of the entire squad. We…