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OVO Energy
,
Bristol, Bristol
Customer Service Advisor
Overview
Job Description
Salary - 19,000 With 1.5 million customers (and counting) within the OVO family, we're currently hiring for Customer Service Advisors to join our Customer Care team; the team responsible for maintaining the revolutionary, customer-focused culture that has driven our success to date... arguably the most important team here at OVO! From a barn in the Cotswolds 10 years ago, to our fabulous Bristol HQ today (with offices in London and across the UK), OVO Group is an innovative energy technology company with a mission to make clean energy affordable and available to everyone. As a Customer Service Advisor, you'll be the first point of contact for our OVO Energy customers, delivering an awarding winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019! What you'll do: You'll be on the front line; the first person our customers talk to whether they have questions, complaints or compliments - it will be your responsibility to get our customers the help they need. Key responsibilities include: * Answering and resolving customer enquiries over the phone or via email * Working in a target driven environment focussing on excellent customer service * Resolving customers' queries the first time they are raised, liaising with other departments to ensure resolution * Proactively reviewing customer accounts when they call, to identify and resolve any future problems before they arise * Taking ownership of complaints and follow OVO procedures to ensure the complaint is resolved in a timely manner * Understanding our customer feedback tool, using feedback to identify any areas of improvement * Recognising customer contact trends and giving feedback to team leader * Personal adherence is key to this role. You must have good personal timekeeping and awareness of impact to others around you Working 37.5 hours per week, our contact centre is open to customers from 8am - 6:15pm Monday - Friday so working hours are based on these times, you'll work 1 in every 13 Saturdays - that's only 4 Saturdays a year! 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've had experience within a customer service environment; even better if you already have an understanding of working to targets and love smashing them. Working within the energy sector can be quite challenging - there is a lot to learn, so it's a huge plus if you're a quick learner and able to retain a wealth of information. 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 at OVO... From us you'll get: We understand that there will be a lot to learn, you can expect to receive extensive training and the support needed to build a career within Customer Service at OVO. We believe that attracting and keeping the best talent is key to our bright future, so we provide our people with some fantastic perks: * 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 * 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. Who we are: OVO believes in fueling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo: we want to be the good guys, find a way, and build something great. We celebrate diversity and value equal opportunity: 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.