Customer Resolution Specialist

Role: OneCare - Customer Resolution

Location: Glasgow or Bristol

Salary banding: £28,380 rising to £29,980 (increase is usually with 6-9 months)

Experience: Complaint experience is preferable

Working pattern: Full-Time

Reporting to: Customer Resolutions Squad Lead

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Ownership, Decision-maker, Communicator

Top 3 qualities for this role: Resilience, Organisation, Empathetic

Depending on the needs of your business area, we expect hub‑based people to be in the office at least once a week and to attend OVO Connection events in person. You will be assigned to the closest of our three hub offices – Bristol, Glasgow or London – unless your role requires field‑based work. Each hub provides accessible spaces to park your laptop and is designed to inspire people to connect and bring big ideas to life.

Everyone belongs at OVO. At OVO we are on a mission to solve one of humanity's biggest challenges: the climate crisis. We need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet: You will work in the Care‑Customer Resolution Squad, dealing with escalated complaints as part of the wider OneCare team at OVO Energy. Our key focus is placing the customer at the heart of everything we do, ensuring we deliver an award‑winning service by fixing problems and providing resolution to our customers.

This role in a nutshell: As a Customer Resolution Specialist, you will investigate and respond to customer complaints, identify root causes, and manage customer expectations through to resolution. You will rebuild customer trust in OVO by using in‑depth knowledge to correct any issues. You will build rapport with customers and colleagues, go above and beyond to keep customers happy, work confidently within a regulated environment, and provide feedback to senior management on blockers to complaint resolution.

Your key outcomes will be:

• Providing a tailored service to each customer over the phone, through email or via letter
• Using your expertise to provide a resolution for our customers
• Ensuring that complaint cases follow OVO’s processes and procedures
• Working towards targets focusing on resolving customer complaints swiftly while protecting OVO’s brand
• Flagging any potential issues to management or departments inside OVO
• Managing and prioritising your own workload to deliver excellence in resolution consistently

Success profile: You will have a calm, balanced, solution‑focused approach to challenging situations. You will understand both customer and business needs and use this knowledge to provide the best resolution. Outstanding organisational skills and the ability to manage and prioritise your workload are essential. You should be a people‑person, a great teammate, adaptable, a clear communicator who can tailor your approach to each customer, and passionate about customer service. Initiative, enthusiasm, and a positive, solutions‑oriented approach are key traits for thriving in the complaints department.

Compensation and benefits:

• Salary: £28,380 rising to £29,980 (increase usually after 6‑9 months).
• You may qualify for a monthly incentive based on customer outcomes delivered by your squad.
• You receive 9% Flex Pay, of which 4% is auto‑enrolled into your pension.
• You can use the remaining 5% for flexible benefits, green benefits, or cash, or add it to your pension.
• Benefits include 34 days of holiday (including bank holidays); healthcare cash plan or private medical insurance (depending on career level); critical illness cover; life assurance; health assessments; gym membership; travel insurance; workplace ISA; will writing services; dental insurance; extra holiday buying; discount dining; home support for favourite charities with give‑as‑you‑earn donations; discounts on solar, smart thermostats and EV chargers; ultra‑low emission car leasing; cycle‑to‑work scheme; public transport season ticket loans.

Belonging and inclusion: We have eight Belonging Networks to support each other’s experiences and build an inclusive workplace. You can join any of the networks to contribute to a supportive environment.

How to apply: If you meet most of our requirements but not all, we encourage you to apply. We want to hear from you. You can indicate any additional needs on the application form. We are committed to making the process as easy and comfortable as possible.

Equal Opportunity Employer: We welcome all applicants and are an equal opportunity employer.