Role OVO-View

Team: Zero Carbon Living Ops Support Team

Salary banding: £22,972 - £31,500

Working pattern: Full-Time

Reporting to: Ian-Lewis Shephard / Laura Martin

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

This role in 3 words: Exciting, dynamic, challenging

Top 3 qualities for this role: Organised, empathetic, problem solver

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol or Glasgow), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Team-working for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Zero Carbon Living is the future for our customers, and a pathway to reducing their carbon footprint. Your role as a Zero Carbon Living Ops Support Expert places you in the position to help customers realise this future.

This role in a nutshell:

Working within the Zero Carbon Living Ops Support Team at OVO energy you’ll play a key role supporting the delivery of Plan Zero by helping our members understand and implement the right physical interventions to drive them to zero carbon living.

Your key outcomes will be:

• Knowing our products and customer installation journeys inside and out so you are able to give customers the confidence that we are the decarbonisation partner of choice
• Supporting the customers E2E journey across all ZCL solutions products inclusive of Electric Vehicle chargers and tariff, Solar PV and Battery storage, air source heat pumps and any new products ZCL brings to market.
• Be a subject matter expert on our comprehensive CRM system that supports all ZCL products and services.
• Supporting operational processes to from stock management to DNO applications
• Working with internal and external partners, such as booking, surveying, supply and installation teams to ensure we deliver the best experience possible and meet our SLA’s
• Logging all customer contact accurately, to ensure the information captured helps us identify key areas for improvement
• Owning live issues and progressing them through to resolution as quickly as possible and provide additional support where things haven’t quite gone to plan
• Actively own customer complaints, always do the right thing to ensure we’re getting customers back on track - letting central complaints know by exception
• Using systems and your own knowledge to troubleshoot and diagnose issues and  where you can, resolve them at the first point of contact
• Raising to third parties and following up resolution of any issues that cannot be resolved by our team
• Bringing the customer into to room and advocating for product and service changes that could improve customer experience at every opportunity
• Supporting innovation projects, including recruitment and onboarding of customers - engaging customers on sharing the benefits of our trials and assessing their eligibility for products and services and making them aware of the benefits and supporting them with their innovation product in life

Systems: Salesforce, Zoho CRM & Desk, Google Workspace

You’ll be a successful ZCL Ops Support Expert at OVO if you…

• Have excellent communication skills to include speaking to a diverse group of people, from installers, end customers, internal and external departments and organisations
• Strong organisation skills, high conscientiousness and able to effectively manage competing priorities
• Accountability for your own work, and ability to work within agreed SLAsAbility to problem solve, work independently and take initiative
• Adaptable and quick to respond in a constantly evolving environment
• Excellent ability to work in a team, good personal timekeeping and commitment to work to our core values; Do what’s right, Find a way & Build something great

Let’s talk about what’s in it for you

We’ll pay you between £22,972 and £31,500 depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

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 to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays). For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donationsFor your home  Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargersFor your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

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. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

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..