Complaints Resolution Agent

Complaints Resolution Agent Bristol The OVO Group’s mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. OVO Energy is OVO’s flagship brand, offering its pay-monthly customers an unparalleled suite of digital energy services, solutions, and technologies. OVO has smart data capabilities allowing people to take control of their energy and take advantage of our market-leading technology. When we launched in 2009, we set out to make energy better. We brought great service, clear information and honesty to the industry. These days our sights are set even higher - and we’d love you to be part of that journey. Where in the world of OVO will I be working? Working in the Complaints team as part of our wider Customer Service department, you’ll be an integral part of delivering the excellent customer service we pride ourselves on. You’ll be investigating issues and finding solutions in order to resolve complaints. What will I be doing? As a Complaints Resolution Agent, your role will involve investigating and responding to customer complaints by identifying root causes and managing the customer’s expectations through to resolution. You’ll be responsible for rebuilding a customer’s trust in OVO again. Key responsibilities include: - Providing a bespoke service to each customer either over the phone, through email or via letter - Answering inbound calls from the rest of the business, customers and external third parties - Ensuring that complaint cases follow OVO’s processes and procedures - Working towards targets focussing on resolving customer complaints whilst protecting OVO’s brand and meeting compliance standards - Identifying root causes and flagging any potential issues to management or departments inside OVO - Managing and prioritising your own workload to ensure that excellent customer service is provided consistently Once you are more experienced, your responsibilities will grow in line with progression through Reward Steps. Some of the key responsibilities will include: - Managing cases that have been passed to the Energy Ombudsman - Implementing any complaint remedies that the Energy Ombudsman instructs OVO to deliver - Handling urgent and emergency complaints, ensuring the highest level of customer service is delivered whilst protecting OVO’s reputation - Resolving customer complaints that have been sent to OVO’s CEO, Members of Parliament or OVO’s media team Working 37.5 hours per week, our complaints team is open to customers from 8am - 6pm, Monday - Friday, so working hours are based on these times. We understand that there will be a lot to learn, so you can expect to receive extensive training and the support needed to build a career within Customer Service at OVO. Who you are: Our customers are at the heart of everything we do. We’re looking for people who are able to build a good rapport with customers and colleagues and are willing to go the extra mile to keep our customers happy. It’s essential that you have experience within some form of customer service, and preferably with complaint handling and that you love working to targets and smashing them Working within a complaints department can be quite challenging and so you must be able to have a calm, balanced and solution-focused approach to stressful situations. You’ll be able to understand both customer and business needs and utilise this knowledge to provide the best resolution to a customer’s complaint. It’s important that you are a self-starter and have outstanding organisational skills and the ability to manage and prioritise your own workload. Most importantly, you’ll share the qualities that have driven our success so far: firstly, you're a people person and a team player. You’ll be adaptable and a clear communicator, able to tailor your approach dependent on each individual customer. You show a passion for customer service and getting it right for our customers - be the good guy. Throw in lots of initiative, enthusiasm and a positive, solutions-oriented approach and there’s a good chance you’ll thrive within the complaints department About us OVO believes in fuelling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo. From us you'll get - A competitive salary - The opportunity to earn a performance-based bonus every 6 months - 4% of your salary to spend on flexible lifestyle benefits () - 5% matched employer contribution to your pension - 25 days’ holiday 1 day off for your birthday - The opportunity to progress through our Reward Steps journey () - And more… () Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date. We love that our exceptional employee conditions were recognised by the Top Employers Institute who awarded us a certificate in both 2018 and 2019. Diverse teams are the best teams We’re keen to meet people with varied backgrounds: the more inclusive we are, the better our work will be. We want to build a team which represents a variety of backgrounds, perspectives, and skills, and we decide employment on the basis of merit and potential. We understand some people may not apply to jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you. Other companies may call this role Customer Service Executive, Customer Services Advisor, Client Services Advisor, Client Services Executive, Complaints Officer, or Customer Care Agent. So, if you’re seeking your next step as a Complaints Resolution Agent, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.