At a Glance
- Tasks: Provide outstanding customer service and support OVO's zero-carbon mission.
- Company: Join a fun, rewarding team focused on sustainability and innovation.
- Benefits: Starting salary of £24,308, increasing after training, plus career growth opportunities.
- Other info: Dynamic squad culture encourages creativity and teamwork for continuous improvement.
- Why this job: Make a real impact in the fight against climate change while helping customers.
- Qualifications: Customer service experience and strong communication skills are a plus.
The predicted salary is between 24308 - 25940 £ per year.
Location: Glasgow
Team: OVO Care, Account Management
Salary banding: Starting base salary of £24,308 which will increase to £25,940 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 advantageous.
Working 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-centric.
Top 3 qualities for this role: Communication, great teammate, creative thinking.
Start dates: Glasgow: 14th July, 4th August.
If you have had a break in your career or reduced work due to menopause symptoms we call this Account Management. 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 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 pro-actively 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. 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.
- 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.
We want to make the process as easy and comfortable for you as possible.
Customer Service Advisor (Zero Carbon Living) employer: OVO Group
At OVO, we pride ourselves on being an exceptional employer, fostering a collaborative and inclusive work culture that empowers our employees to make a meaningful impact in the fight against climate change. With flexible hub-based working in vibrant cities like Bristol, Glasgow, and London, we offer a dynamic environment where you can grow your skills and career while contributing to our ambitious Plan Zero objectives. Join us to be part of a team that values diversity, innovation, and personal development, ensuring that everyone belongs and thrives at OVO.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Zero Carbon Living)
✨Tip Number 1
Get to know the company culture! OVO is all about teamwork and innovation, so show us you’re a great fit by researching their values and how they approach zero carbon living. This will help you connect with the squad mentality during your interviews.
✨Tip Number 2
Practice your communication skills! Since this role is customer-facing, we want to see how well you can engage with people. Try role-playing common customer scenarios with a friend or family member to boost your confidence.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you’ve tackled challenges head-on. We love candidates who can think creatively and adapt quickly, so don’t hold back!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of the OVO team. Don’t miss out on the chance to join a fun and rewarding environment!
We think you need these skills to ace Customer Service Advisor (Zero Carbon Living)
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer service and zero carbon living shine through. We want to see that you’re genuinely excited about helping customers and making a difference!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight relevant experience and skills that match the job description. We love seeing how your background aligns with our mission and values!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at OVO Group
✨Know Your Stuff
Before the interview, make sure you understand OVO's mission and values, especially around zero carbon living. Familiarise yourself with their products and services so you can confidently discuss how they align with customer needs.
✨Show Off Your Communication Skills
As a Customer Service Advisor, communication is key. Practice articulating your thoughts clearly and concisely. Use examples from your past experiences to demonstrate how you've effectively communicated with customers or teammates.
✨Emphasise Teamwork
This role is all about being a great teammate. Be ready to share examples of how you've collaborated with others in previous roles. Highlight any experiences where you’ve coached or supported colleagues, as this will resonate well with the squad culture.
✨Be Ready to Problem Solve
Prepare for situational questions that test your problem-solving skills. Think of scenarios where you had to quickly identify a customer's issue and resolve it. Show that you can take ownership and think creatively to find solutions.
