Customer Service Advisor (Zero Carbon Living)

Web Recruit Ltd; Glasgow; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A customer service organization is seeking a Zero Carbon Living Advisor in Glasgow. You will be responsible for delivering exceptional service throughout the customer lifecycle, promoting sustainable living and assisting clients with their queries. A strong customer service background and passion for environmental advocacy are essential. The role offers a competitive salary and additional flexible benefits.

Benefits

Base salary rises with experience

Monthly performance incentives

Flexible benefits spending

Qualifications

• Enjoy a fast-paced customer service environment.
• Demonstrate OVO values and advocate Plan Zero.
• Ability to work both well in a team and independently.

Responsibilities

• Engage with customers through phone, email, and web chat.
• Quickly understand and resolve customer queries.
• Coach teammates to improve customer experience.
• Manage your day autonomously to meet squad objectives.

Skills

Customer service

Cross-selling

Teamwork

Continuous improvement

Job description

Overview

Customer Service Advisor (Zero Carbon Living)

Location: Glasgow or Bristol

Team: OVO Care, Account Management

Sponsorship: We are unable to offer sponsorship for this role

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-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 either our Bristol or Glasgow hub 2 times per week during your training period (first 7 weeks), and then at least 2 times a month once you\'re in your squad.

Role context

Teamworking for the planet

Everything we do here spins around Plan Zero. The team you’ll be joining plays a gigantic role in making that happen. Our way of working enables us to treat our customers as individuals—resolving their queries as quickly as possible; we call this Account Management. We work in squads with a zero carbon goal in mind; it\'s a culture and a mentality, with self-management and collective decision making. Plan Zero guides our work, valuing continuous improvement and adapting to deliver customer value.

This role in a nutshell: As a Zero Carbon Living Advisor, you will provide consistently outstanding service to OVO’s customers across the entire customer lifecycle. You will solve customer needs while informing and educating on our Plan Zero mission and connecting them with products and services that support home decarbonisation. This is a customer-facing role, so you should enjoy talking to people. You’ll resolve inbound queries through calls, web chat, WhatsApp and emails.

Responsibilities

• Engage with OVO’s customers, communicating with passion across phone, email, and web chat contacts
• Understand the root cause of customer contact quickly, taking ownership to resolve the query first time to prevent repeat contact
• Coach teammates in areas of deeper knowledge or skill to improve customer queries and squad knowledge
• Take ownership for the success of the entire squad; align individual effort with squad objectives
• Autonomously manage your day to achieve squad objectives
• Prepare, attend and actively contribute at squad meetings
• Identify and implement continuous improvement in squad ways of working and customer experience
• Promote OVO products and services to customers and represent the company as an ambassador
• Have strong conversations to promote Zero Carbon Living products and services
• Own your development and use tools to have informed conversations about new and existing products

What will make you successful

• Enjoy working in a fast-paced customer service environment with a passion for outstanding service and continuous improvement
• Demonstrate OVO values and advocate Plan Zero
• Experience in cross-selling
• Ability to work well in a team and independently

What’s in it for you

As well as a base salary of £25,086, which rises to £26,770 once you reach Level 2 (usually after 6-9 months, but depends on the individual), you’ll also be eligible to qualify for a monthly incentive based on squad performance.

We offer green benefits and progressive policies to help you belong at OVO… and there’s flex pay. It adds 9% of your salary to spend as you choose (cash, pension top-up, or flex benefits).

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.

Belonging and inclusion

We strive to listen to diverse experiences and build an inclusive and diverse workplace. We have 8 Belonging Networks at OVO, led by our people. When you join OVO, you can participate in these networks as you wish.

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.