Customer Resolution Specialist

ovoenergy; Glasgow; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

On-target bonus 15%

9% Flex Pay

Pension

Job summary

OVO Energy is recruiting for a Customer Resolution Specialist in Glasgow to join the OneCare - Customer Resolution team. The role focuses on handling escalated complaints, delivering customer-centric resolutions and protecting the OVO brand.

You’ll work in a hub-based environment with weekly office presence and events, joining a diverse team committed to Plan Zero and excellent service for customers.

Qualifications

• Complaint experience is preferable.
• Full-time role; 37 hours per week (Shifts 8:00–18:15 Mon–Fri and one Saturday per month 9:00–14:00).

Responsibilities

• Providing a tailored service to each customer via phone, email or letter.
• Using expertise to provide a resolution for our customers.
• Managing and prioritising your own workload to deliver consistent, excellent resolutions.

Skills

Resilience

Organisation

Empathetic

Job description

Role

OVO-View

Team

OneCare - Customer Resolution

Location

Glasgow

Salary banding

£28,380 rising to £29,980 (increase is usually with 6-9 months)

Experience

Complaint experience is preferable

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)

Reporting to

Customer Resolutions Squad Lead

Sponsorship

Unfortunately we are unable to offer sponsorship for this role.

Projected Start date

5th October 2026

Top 3 qualities for this role

• Resilience
• Organisation
• Empathetic

This role in 3 words

Ownership. Decision-maker, Communicator

Where you'll work

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person.

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

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 abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you are joining plays a gigantic role in making that happen. Here's how: You’ll be working in the Care-Customer Resolution Squad dealing with escalated complaints, as part of the wider OneCare team at OVO Energy where our key focus is to place the customer at the heart of everything we do. You’ll be an integral part of delivering an award winning service we can be proud of, by fixing any problems in order to provide a resolution to our customers.

Your key outcomes will be:

• Providing a tailored service to each customer either over the phone, through email or via letter
• Using your expertise to provide a resolution for our customers
• Ensuring that complaint cases follow OVO's processes and procedures
• Working towards targets focussing on resolving customer complaints swiftly whilst protecting OVO's brand
• Flagging any potential issues to management or departments inside OVO
• Managing and prioritising your own workload to ensure that we deliver excellence in resolution consistently

You’ll be a successful Customer Resolution Specialist here at OVO if you...

Working within a complaints department can sometimes be challenging and extremely rewarding, you must be able to have a calm, balanced and solution focused approach to all situations.

You’ll be able to understand both customer and business needs and utilise this knowledge to provide the best resolution to a customer's complaint.

It's important that you have outstanding organisational skills and have the ability to manage and prioritise your own workload.

Most importantly, you'll share the qualities that have driven our success so far: firstly, you're a people person and a great teammate. You'll be adaptable and a clear communicator, able to tailor your approach dependent on each individual customer. You show a passion for customer service and getting it right for our customers - be the good guy. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there's a good chance you'll thrive within the complaints department...

Let's talk about what's in it for you:

• We'll pay you £28,380 rising to £29,980 (increase is usually with 6-9 months).
• We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.
• You’ll be eligible for an on-target bonus of 15%.
• We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.
• We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO...and there's flex pay.
• We'll give you 9% Flex Pay on top of your salary - 4% of this is auto enrolled into your pension, and the remaining 5% is y