Customer Service Advisor (Zero Carbon Living) in New Town

Location: Glasgow

Team: Customer Care

Salary banding: You'll start on a base salary of £26,794, progressing to £27,641 once you reach level 2, having demonstrated consistent performance, increased knowledge and the OVO values. On average, advisors achieve this within 9 to 12 months.

Start Dates: January 2027 - Monday 11th, Monday 18th or Monday 25th

Experience: Learner - customer-facing in a service environment

Working pattern: Full-time, 37 hours per week. You will work set shifts, Monday - Friday between 8am and 6:15pm, as well as 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-centric

Top 3 qualities for this role: Communication, team player, creative thinking

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 (office) based, 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 commutable distance to our hub, no more than 30 miles. You will be expected in the hub 2 days per week during the training and onboarding period, and then 2 days per month once you're in your squad.

Everyone belongs at OVO

At 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.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Our way of working enables us to treat our customers as individuals, understanding their needs in a personal and relevant way, and owning the customer journey from start to finish.

We're working together in squads with the same zero-carbon goal in mind; it's not just a way of working - it's a culture and a mentality. Squad life is all about self-managing as a group and making decisions together.

With Plan Zero at the front of mind, we're all about making things better, looking for opportunities to deliver customer value in a constantly evolving landscape. Squads are encouraged to try innovative approaches, learning and adapting quickly are core to our development culture.

We embrace challenges, continuously provide feedback, and proactively seek opportunities to improve, innovate, and progress towards a zero carbon future.

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 customers’ 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 telephony-based role within a dynamic, scheduled environment, where you will be handling a large number of customer contacts each day.

Your key outcomes will be:

• Engaging with OVO’s customers on the phone, and occasionally via email.
• Quickly understanding the root cause of customer contact, taking ownership of 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 of 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.
• 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 through positive, effective conversations with customers about our products and service offerings whilst promoting Zero Carbon Living. You’ll take ownership of your own development and the resources available to aid these conversations.

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.
• Are confident in identifying and talking through a range of OVO products to better support the customer.
• Enjoy working as part of a team but also thrive independently.
• Are a brilliant communicator, particularly on the phone. You’re comfortable talking to a 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, as there might be times you may need to have in-depth and sensitive conversations with customers.

Let’s talk about what’s in it for you

As well as a base salary of £26,794, which rises to £27,641 once you reach Level 2 (usually after 6-9 months, but it depends on each individual). You’ll also be eligible to qualify for a monthly incentive which is based on the squad achieving performance measures.

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.

Here’s a taster of what’s on offer:

• For starters, you’ll get 34 days of holiday (including bank holidays).
• For your health: With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more.
• For your wellbeing: With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more.
• For your lifestyle: With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations.
• For your home: Get 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.
• For your commute: Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans.

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.

For your Belonging: To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important that we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

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.