Zero Carbon Living AdvisorRole OVO-ViewLocation: Glasgow - you'll need to be based within a reasonable distance from our office (30 miles) and able to travel into the office 2 days per week during the training period (7 weeks) and 2 days per month after thatTeam:OVO Care, Account ManagementSalary banding: Starting base salary of £25,086 which will increase to £26,770 once your training and probation period are completed. This is usually within 9 months, although can be quicker depending on previous experience!Experience:Learner - customer facing in a service environment with digital experience and problem solving skills advantageousWorking 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)Sponsorship: We are unable to offer sponsorship for this role.This role in 3 words:Fun, rewarding, customer-centricTop 3 qualities for this role:Communication, team player, creative thinkingEveryone belongs at OVOAt 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 gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.This role in a nutshell:As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO’s customers across the entire customer lifecycle; this will include some of OVO’s 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 customer facing role, so you should enjoy talking to people. You’ll resolve customer inbound queries through calls, web chat, whatsapp and emails.Your key outcomes will be:

Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts. This includes some of OVO’s most vulnerable customers. The 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 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 OVO 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

You’ll be successful in this role at OVO 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 our OVO 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.

Let’s talk about what’s in it for youAs well as a base salary of £23,000, you’ll be eligible to qualify for a monthly incentive which is based on squad achieving performance measures. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.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.

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