Descrição
Competitive salary with base starting from £21,878 + 9% flex pay + monthly cash incentive opportunities
Location: Birmingham
Full time - 37 hours per week (shifts are Monday - Friday between 8am & 6:15pm with 1 in 12 Saturdays)
Due to the nature of the role, unfortunately we're unable to provide sponsorship for this position.
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.
Everyone belongs at OVO
Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences.
We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are - we can't wait to meet you.
Where in the world of OVO will I be working?
Our new Account Management model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers' queries as quickly as possible, with the best level of service, in an award winning working environment for our people.
Squadlife isn't just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line.
We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future.
What will I be doing?
As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO's customers across the entire customer lifecycle. You serve to solve, ensuring customer's needs are met whilst informing and educating on our Plan Zero mission and decarbonisation of the home.
Key responsibilities include:
- 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
- Autonomously manage your day, ensuring the overall objectives of the squad are achieved
- Prepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)
- Identify and implement continuous improvement efforts in both squad ways of working and customer experience
Is this the job for me?
Our customers are at the heart of everything we do. We're looking for people who thrive off solving others' problems and who are willing to go above and beyond to keep our customers happy.
You should be a true multi-tasker, someone who could easily maintain a high quality conversation with a customer on the phone whilst supporting a squad-mate through a web chat query. Working within the energy sector can also be quite fast-paced; there is a lot to learn, so it's a huge plus if you're a quick learner and able to retain a wealth of information.
Most importantly, you'll share the values that have driven our achievements so far;
Find A Better Way - Do you have a curious mindset, determined to find a better, simpler and more efficient way of doing things? Do you collaborate well with others to solve problems and come up with solutions? Can you balance pace with attention to detail and effectively prioritise tasks?
*Do What's Right - *Do you actively listen to others, seeking to understand first and foremost? Are you courageous enough to challenge things when they don't look or feel right? Are you comfortable facing into difficult conversations, giving and receiving constructive feedback?
*Build Something Great - *Will you continually challenge yourself and others to find innovative new ideas which contribute to OVO's long-term vision. And most importantly, will you put OVO's members at the centre of