Role OVO-View

Location: Hub based! Glasgow - But you have the flexibility to work wherever suits you best.

Team: Customer Service, Home Services

Salary:  £22,972 + 9% Flex Pay

Experience:  Learner

Working pattern:Full-time (37 hours per week). You will work on a shift rota basis details of which can be found below.

Reporting to: Ewan Scott, Customer Service Manager

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

This role in 3 words: Rewarding, difference-making, customer-centric 

Top 3 qualities for this role: Resilience, communication, doing the right thing

In the words of the team, you should leave your current role for this one because….

“You'll have the opportunity to deliver world class service to customers whilst having the space to grow and develop"

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 abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

This role in a nutshell:

As a Customer Service Agent within Home Services, you'll be the first point of contact for our customers. You'll field their calls and manage their claim from the beginning through to settlement, making decisions on the extent and validity of a claim in line with our terms and conditions and ensuring fair outcomes. You'll coordinate boiler services to ensure our customers reach a quick, easy and smooth solution.

Customer service is at the heart of everything we do in Home Services and demonstrating our values is key to the role:  Find a Better  Way; Do What’s Right and Build Something Great.

Hours:

You'll work 37 hours a week on a shift rota. This includes:

• 2 x late shifts (12pm - 8pm) per week
• 1 in 4 weekends - Saturday & Sunday (8am - 5pm)
• 1 in 4 weekends - Saturday or Sunday (8am - 2pm)

If you work during the weekend, you'll have time off during the week. These shift times are great for people who want variety in the times they work, for example individual who may have caring responsibilities.

Your key outcomes will be:

• Handling inbound and outbound calls from customers, engineers and boiler manufacturers , reporting breakdowns and faults covered under their chosen policy level.
• Demonstrate an acceptable level of both product and process knowledge to expertly and competently raise and assess incoming customer claims.
• Assess customer claims fairly and consistently, in line with the policy terms and conditions and ensure we Treat Customers Fairly (TCF)
• Ensure policy limits are adhered to when assessing and authorising a claim, collecting excess payments and / or customer contributions where applicable.
• Follow claims licence, ensuring ex-gratia limits are adhered to.
• Provide technical assistance to resolve faults over the telephone.
• Ensure all Customer complaints are logged, advancing any queries where needed.  
• Effectively manage any issues raised and look to resolve where manageable or advance where appropriate
• Collaborating with various internal departments including Network, Customer Care, Sales and Compliance to provide the best possible customer service.
• Complete all tasks within timescales agreed and any other duties that may be reasonably asked of you

You’ll be a successful Customer Service Agent at OVO if you…

• Are strong at communicating well with our people and customers
• Are naturally curious and can understand complex  issues
• Enjoy solving problems creatively
• Are always keen to improve things - building something great!
• Are comfortable taking ownership. Whether that's for our customers, for yourself or for the team.
• Are comfortable juggling multiple things at once

Let’s talk about what’s in it for you

We’ll pay you £22,972.

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..