Descrição
We're making zero carbon happen
We're OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast.
We call this Plan Zero - and it shows how we'll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?
Do great green things with OVO Energy
So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.
Where in the world of OVO will I be working?
You'll be managing a portfolio of accounts of individuals who are struggling financially, need support to get debt free and taking ownership of customer issues. This may include assessing customers' circumstances and their ability to pay, communicating empathetically where needed and working to find a suitable solution.
You will work towards being fully compliant, supporting and rehabilitating our most vulnerable customers. You'll look to drive a positive customer experience to ensure that you're delivering the right options and fair outcomes for customers while getting their energy accounts back on track.
You will need to achieve high call quality, meeting compliance standards whilst delivering against agreed performance metrics. Showing capability to think creatively and develop solutions for customers; and to present cases to their Line Manager if outside agreed parameters.
What will I be doing?
You'll be working as part of the Collections team at Ovo Energy where our key focus is to place the customer at the heart of everything we do. You will handle contact with our customers', delivering an award winning service we can be proud of.
Key responsibilities include:
- Handling inbound calls from our customers, colleagues and third party providers in order to resolve customers who have outstanding balances
- Achieving high call quality, meeting compliance standards whilst delivering against agreed performance metrics
- Ensuring our customers receive excellent customer service.
- Working towards targets and clear objectives set by the business which drive our Plan Zero vision.
- Working to a high level of accuracy - ensuring that the customers' account reflects the information provided
- Resolving queries the first time they are raised, ensuring that the future expectations are clearly defined
- You have good personal timekeeping and self-awareness of impact to others around you
Is this the job for me?
_ You will work rotationally between the hours of 8am - 6pm Monday to Friday._
You'll have a passion for customer service and getting things right for our customers. You're comfortable tailoring your approach to each customer, ensuring you deliver a top-class experience.
You will be a confident communicator with excellent negotiation and objection handling skills. You might encounter some difficult conversations in this role so it's important you're confident talking to customers from all backgrounds.
Ideally you will:
- Have experience in a call centre environment and confidence to outbound contact customers to negotiate payment.
- Be a phenomenal teammate who is willing to be flexible to support others within the team or across the business.
- Be detail-oriented, ensuring all tasks are completed to a high standard
- Have a dedication to Quality, Compliance and doing the right thing.
- Be assertive, empathetic, professional, influential and a great negotiator.
Life at OVO can change every single day; so you'll need to be comfortable in a fast-paced environment.
The customer is at the heart of everything we do at Ovo Energy and demonstrating our values is key to the role: Do what's right; Find a Better Way and Build Something Great.
Ideally you will have:
Soft Skills
- Empathetic
- Communicate confidently and clearly
- Ask open questions to identify the issue / fault
- Be collaborative with your team and wider colleagues
- Customer Care Ethics
- Passion for delivering the best customer service
- Take ownership to deliver solutions
- Treating Customers Fairly (TCF)
- Excellent verbal and written communication
Resilient
- Work well under pressure
- Handle developmental feedback
- Ability to bounce-back from challenging conversations / situations
Behaviours
- Communicate well with our people and customers
- Build something great by being naturally curious and understand complex issues
- Be creative in finding ways to solve issues or envisioning problems
- Do what's right, take responsibility and ownership for our customers and colleagues
- Find a way through the ability to remain flexible in a fast moving environment
How we assess competency
- Overall performance against individual KPIs
- Consistently deliver outstanding customer service to improve the customer experience and Ovo Energy brand reputation
- Maintaining a high level of quality - measured through call monitoring and required mo