Where in the world of OVO will I be working? Our new Account Management model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers’ queries as quickly as possible, with the best level of service, in an award winning working environment for our people. Squadlife isn’t just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line. We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future. What will I be doing? 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 customer’s needs are met whilst informing and educating on our Plan Zero mission and decarbonisation of the home. Key responsibilities include: 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 first time to prevent repeat contact Coach your teammates (we call these your squad mates!) 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 meetings as appropriate (e.g. daily squad stand-ups) Identify and implement continuous improvement efforts in both squad ways of working and customer experience Is this the job for me? Our customers are at the heart of everything we do. We’re looking for people who thrive off solving others' problems and who are willing to go above and beyond to keep our customers happy. You should be a true multi-tasker, someone who could easily maintain a high quality conversation with a customer on the phone whilst supporting a squad-mate through a web chat query. Working within the energy sector can also be quite fast-paced; there is a lot to learn, so it’s a huge plus if you’re a quick learner and able to retain a wealth of information. Whilst you’ll spend a lot of time speaking directly with OVO customers via phone, OVO ways of working are varied and unique, so this role also provides opportunities to work on email, web chat, case work and continuous improvement activity. Most importantly, you’ll share the values that have driven our achievements so far; Find A Better Way - Do you have a curious mindset, determined to find a better, simpler and more efficient way of doing things? Do you collaborate well with others to solve problems and come up with solutions? Can you balance pace with attention to detail and effectively prioritise tasks? Do What’s Right - Do you actively listen to others, seeking to understand first and foremost? Are you courageous enough to challenge things when they don’t look or feel right? Are you comfortable facing into difficult conversations, giving and receiving constructive feedback? Build Something Great - Will you continually challenge yourself and others to find innovative new ideas which contribute to OVO’s long-term vision. And most importantly, will you put OVO’s members at the centre of everything you do, achieving brilliant results every single time. Brilliant benefits for a world-changing team Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home. For starters, you’ll get 34 days of holiday (including bank holidays). Then 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 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 £300 off any OVO Energy plan (when you pay by Direct Debit), 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 Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.
We’re making zero carbon happen - we’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.