Customer Service Advisor (Zero Carbon Living)

• Join OVO, the UK energy supplier on a mission to tackle the climate crisis, in a hybrid role based at its Bristol hub. • Provide outstanding service to OVO customers across the whole customer lifecycle, including some of its most vulnerable customers. • Resolve inbound queries mainly by phone, with some email. • Educate customers on the Plan Zero mission and connect them with products that support home decarbonisation. • Work in a self-managing squad that makes decisions together. • Work 37 hours a week, with shifts between 8am and 6:15pm Monday to Friday and one Saturday a month from 9am to 2pm. • Start on Monday 9 November in Bristol.

• Enjoy working in a fast-paced customer service environment. • Communicate brilliantly, especially on the phone with a wide range of people. • Bring experience of cross-selling products and services. • Show empathy, understanding and compassion during sensitive conversations. • Bring a passion for helping and supporting vulnerable customers. • Work well as part of a team while also thriving independently. • Take ownership of your own development and keep looking for improvements. • Live within 30 miles of the Bristol hub and travel in 2 days a week during training, then 2 days a month.

• Bring customer-facing experience in a service environment. • Show strong digital skills and problem-solving ability. • Bring experience working in the energy sector. • Show experience coaching or supporting teammates.

• Engage with customers by phone and occasionally email. • Find the root cause of each query and resolve it first time to prevent repeat contact. • Coach teammates in areas where you have deeper knowledge or skill. • Take ownership for the success of the whole squad. • Manage your own day to meet the squad’s objectives. • Prepare for and contribute to squad meetings. • Identify and implement improvements to squad ways of working and the customer experience. • Promote OVO’s range of products and services to support zero carbon living.

• Start on £26,794, rising to £27,641 at Level 2, typically within 9 to 12 months. • Qualify for a monthly incentive based on your squad’s performance. • Get flex pay worth an extra 9% of your salary to take as cash, pension or flexible benefits. • Enjoy 34 days of holiday, including bank holidays. • Choose health benefits such as a healthcare cash plan or private medical insurance, critical illness cover and life assurance. • Access wellbeing perks including gym membership, dental insurance and will writing services. • Get up to £400 towards an OVO Energy plan, plus discounts on smart thermostats and EV chargers. • Use low emission car leasing, the cycle to work scheme and season ticket loans. • Join one of OVO’s 8 Belonging Networks.

OVO is a UK energy supplier on a mission to solve one of humanity’s biggest challenges, the climate crisis. Everything it does centres on Plan Zero, its goal of reaching a zero carbon future. The company works in self-managing squads and treats customers as individuals through its Account Management approach.