At a Glance
- Tasks: Provide outstanding customer service and promote Zero Carbon Living products.
- Company: Join OVO, a forward-thinking company dedicated to sustainability.
- Benefits: Competitive salary, monthly incentives, flexible benefits, and a supportive work environment.
- Other info: Inclusive workplace with opportunities for personal development and growth.
- Why this job: Make a real impact on the planet while helping customers live sustainably.
- Qualifications: Passion for customer service and teamwork; experience in cross-selling is a plus.
The predicted salary is between 25086 - 26770 £ per year.
Overview
Customer Service Advisor (Zero Carbon Living)
Location: Glasgow or Bristol
Team: OVO Care, Account Management
Salary banding: Starting base salary of £25,086, which will increase to £26,770 once your training and probation period are completed. This is usually within 9 months, although it can be quicker depending on previous experience!
Experience: Learner - customer facing in a service environment with digital experience and problem-solving skills is 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
Where you’ll work
For this role, you\\\'ll need to be based within a reasonable distance from our offices (30 miles) and able to travel into either our Bristol or Glasgow hub 2 times per week during your training period (first 7 weeks), and then at least 2 times a month once you\\\'re in your squad.
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
- 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 the 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
- 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
- To be an OVO ambassador, promoting our range of products & services to customers
- To be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote a Zero Carbon Living
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 are an advocate of Plan Zero
- Have experience of cross selling
- Enjoy working as part of a team but also thrive independently
Let\\’s talk about what’s in it for you
As well as a base salary of £25,086, which rises to £26,770 once you reach Level 2 (usually after 6-9 months, but 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 it to your pension, or choose to spend it on a huge range of flex benefits.
Here’s a taster of what’s on offer
- 34 days of holiday (including bank holidays)
- Healthcare cash plan or private medical insurance
- Critical illness cover
- Life assurance, health assessments, and more
- Gym membership
- Gadgets, travel and cyber insurance
- Workplace ISA, will writing services
- DNA testing, dental insurance, and more
- Extra holiday buying
- Discount dining and culture cards
- Tech loans
- Supporting your favourite charities with give-as-you-earn donations
- Up to £400 towards any OVO Energy plan
- Discounts on smart thermostats and EV chargers
- Great deals on ultra-low emission car leasing
- Cycle-to-work scheme
- Public transport season ticket loans
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.
Oh, and one last thing...
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.
Customer Service Advisor (Zero Carbon Living) in Glasgow employer: Web Recruit Ltd
At OVO, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions flexibility and collaboration in our Glasgow and Bristol hubs. Our commitment to sustainability through Plan Zero not only drives our mission but also fosters a sense of purpose among employees, with ample opportunities for personal growth and development. With competitive salaries, performance incentives, and a strong focus on inclusion, OVO is dedicated to creating a rewarding environment where every team member can thrive while making a positive impact on the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Zero Carbon Living) in Glasgow
✨Tip Number 1
Get to know OVO and its Plan Zero mission inside out. When you’re chatting with potential employers, show them you’re not just another candidate; you’re genuinely passionate about zero carbon living and how it impacts customer service.
✨Tip Number 2
Practice your communication skills! Whether it’s over the phone or through web chat, being able to convey your thoughts clearly and confidently is key. Try role-playing with a friend to nail down your approach.
✨Tip Number 3
Don’t shy away from showcasing your teamwork skills. OVO values collaboration, so share examples of how you’ve worked well in a team before. Highlighting your ability to contribute to squad objectives will make you stand out.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll have access to all the latest updates and opportunities at OVO.
We think you need these skills to ace Customer Service Advisor (Zero Carbon Living) in Glasgow
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to get to know the real you, so don’t be afraid to show your passion for customer service and zero carbon living.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with our mission at OVO. Mention specific examples of how you've provided outstanding service or contributed to sustainability efforts in the past.
Show Your Team Spirit:Since we work in squads, it’s important to demonstrate your ability to collaborate and support your teammates. Share any experiences where you’ve worked well in a team or helped others improve their skills.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our values there!
How to prepare for a job interview at Web Recruit Ltd
✨Know Your Stuff About Zero Carbon Living
Before the interview, dive deep into OVO's Plan Zero mission. Understand what zero carbon living means and how it impacts customers. This will help you answer questions confidently and show your passion for the role.
✨Show Off Your Customer Service Skills
Prepare examples from your past experiences where you provided outstanding customer service. Think about times when you resolved issues quickly or went above and beyond for a customer. This will demonstrate your ability to thrive in a fast-paced environment.
✨Be Ready to Talk Teamwork
Since this role involves working in squads, be prepared to discuss your experience with teamwork. Share specific instances where you collaborated effectively with others to achieve a common goal, especially in a customer service context.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready about the team dynamics or how OVO measures success in customer service. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
