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Form of workJob summary
As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO's most vulnerable customers across the entire customer lifecycle.
Job seniority: entry level
Responsibilities
• Engaging with OVO's most vulnerable customers, communicating with passion across phone, email, and web chat contacts. Majority of contacts will be via telephony.• 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• Manage your day in line with the schedule and customer demands, ensuring the overall objectives of the squad are achieved• Prepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)
Requirements
• Have a passion for helping and supporting vulnerable customers, are able to deliver a consistently high level of Customer Service with excellent communication skills and have the desire to show empathy, understanding and compassion to our customers' circumstances• Are comfortable having in depth and at times sensitive conversations about customers' personal circumstances
Key Skills Needed
• Communication• Compassion• Resilience
Benefits
• Starting base salary of £23,000 which will increase to £25,000 once your training and probation period are completed within 6-9 months• Flex pay - an extra 9% of your salary on top of your core pay to use as you like• 34 days of holiday (including bank holidays)• Healthcare cash plan or private medical insurance• Critical illness cover, life assurance, health assessments, and more• Gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more• Extra holiday buying, discount dining, culture cards, tech loans, and supporting your favorite charities with give-as-you-earn donations• 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• Great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans
