Customer Service Advisor (Zero Carbon Living)

Routes To Work South Registered company in Scotland under SC217367 with charitable status under; Glasgow; On-site; GBP 24,114 - 29,473; Full time

Benefits offered by this job

34 days holiday

Healthcare benefits

Flex pay 9% of salary

Job summary

OVO is seeking a Zero Carbon Living Advisor in Glasgow with a hybrid in-office/remote arrangement. You will handle customer inquiries by phone and email, guide customers through Plan Zero products, and support vulnerable customers with empathy and clear communication.

You will be part of a hub-based team, travelling to the Glasgow office twice weekly during training, and later two days per month. A strong customer-service mindset is essential.

Qualifications

• Experience: Learner – customer facing in a service environment with digital experience and problem solving skills advantageous
• Top qualities: communication, teamwork, creative thinking
• Experience with cross selling is desirable

Responsibilities

• Engage with customers by phone and occasional email
• Identify root causes and resolve queries first time
• Coach teammates and share knowledge within the squad
• Take ownership of squad success and autonomously manage your day
• Attend and contribute to squad meetings and drive improvements

Skills

Customer service

Communication

Teamwork

Empathy

Job description

Job Specifics

• Reference No: SD084
• Location: WFH (2 days in office in Glasgow per month)
• Hours: Full time – 37 hours per week (Shift times are between 8am – 6:15pm Monday to Friday and one Saturday per month from 9am – 2pm
• Salary: £26,794 per annum starting salary – 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.
• Closing Date: Ongoing
• CAMPAIGN START DATES: 24th & 31st August, and 7th September

Job Overview

Our client is 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.

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 Glasgow hub. The expectation is 2 days per week in office during the training period and then will be 2 days per month once you’re in your squad.

As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to their customers across the entire customer lifecycle; this will include some of their most vulnerable customers. You serve to solve, ensuring customer’s 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.

Benefits package includes: –

As well as a base salary of £25,950 which rises to £26,770 once you reach Level 2 (usually after 6-9 months but depends on each individual). You’ll also be eligible to qualify for a monthly incentive which is based on squad achieving performance measures.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and 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 starters, you’ll get 34 days of holiday (including bank holidays).

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 £400 towards any of their Energy plan , 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

You’ll be successful in this role if you…

• Enjoy working in a fast paced customer service environment, and have a real passion for providing outstanding customer service and an eye for continuous improvement.
• Demonstrate their values and be an advocate of Plan Zero.
• Have experience of cross selling.
• Enjoy working as part of a team but also thrive independently.
• Are a brilliant communicator, particularly on the phone. You’re comfortable talking to wide range of people about a variety of queries.
• Have a passion for helping and supporting vulnerable customers.
• Are strong at showing empathy, understanding and compassion to our customers’ circumstances. At times you may need to have in-depth and sensitive conversations with customers.

Main Duties & Responsibilities

Key Tasks

• Engaging with customers, communicating with passion across phone, and occasionally via email.
• Quickly understand the root cause of customer contact, taking ownership for 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 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 efforts in both squad ways of working and customer experience.
• Be an ambassador, promoting our range of products & services to customers.
• Be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote a Zero Carbon Living.
• Take accountability for your own development and using the tools provided to allow yourself to have strong conversations around our new and existing products.

Employer Expectations Skills/Knowledge/Experience

• Experience: Learner – customer facing in a service environment with digital experience and problem solving skills advantageous
• Top 3 qualities for this role: Communication, great teammate, creative thinking

Qualifications/Tickets/Licences Required