Complaints Handler

Closing date: Wednesday 3rd March, 5pm

We’re CORGI HomePlan. We’re part of OVO Group, a family of brands on a mission to drive progress towards zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

At CORGI HomePlan, we bring peace of mind to hundreds of thousands of homeowners, by protecting them from unexpected repair costs – and helping them to keep their homes running efficiently. Our fairly-priced insurance plans cover boilers, central heating, plumbing, drains or electrics. Offering 24/7 emergency support from over 5,000 engineers – famed for their service! 

For decades, CORGI has been a brand that puts people – and their safety – first. Want to help us keep up the good work?

Where in the world of OVO will I be working?

We’re currently hiring for somebody to join our Customer Care team; the team responsible for handling customers’ complaints both via phone, letter and email. As a Customer Care Agent, you’ll put the customer at the heart of what you do, delivering a service we can be proud of.

Complaints represent a huge opportunity for our business to continually improve what we do and maintain our excellent reputation.

What will I be doing?

Our Customers are the key to our success so you'll play a meaningful role in keeping them happy and driving OVO’s vision! It will be your responsibility to thoroughly investigate complaints to get our customers the support they need.

Key responsibilities include:

• Taking inbound and making outbound calls to our customers, engineers and other departments in the business
• Accurately recording complaints and maintaining a clear audit trail
• Following company timescales to handle complaints promptly
• Keeping the customer up-to-date on their complaint
• Collaborating closely with third parties and wider areas of the business
• Making fair and reasonable complaint decisions, adhering to company and Financial Conduct Authority (FCA) guidelines, whilst Treating Customers Fairly (TCF)
• Facilitating boiler installation and/ or other actions as part of complaint resolution by coordinating with network engineers and suppliers.
• Letter writing
• Providing constructive feedback to improve business performance and reduce complaints.
• Achieving critical metrics and working on own development

Working 37.5 hours per week, Monday - Friday from 9 to 5, with 2 x 10 minute breaks and a 30-minute break for lunch; you will need to be comfortable working these hours.  Whilst these are the standard working hours, we’re flexible and are happy to discuss reduced or part-time hours if that’s something you’re interested in.

Is this the job for me?

This is a specialist role so you must have robust experience of dealing with complaints. You will have strong communication and written skills and be confident speaking with customers via all communication channels.

It’s crucial that you’ve had experience within a customer service environment; even better if you already have an understanding of working towards targets and love smashing them.

We're a customer-centric organisation, so we’re looking for people who are willing to go above and beyond to keep our customers happy.

Most importantly, you’ll share the qualities that have driven our achievements so far, you’ll be:

• A people person and a great teammate, strong at building rapport with both customers and colleagues.
• A clear and concise communicator who tailors their approach to each individual customer.
• Able to bounce back from difficult conversations easily and be open to constructive feedback
• Passionate about customer service and getting it right for our customers, being empathetic and taking ownership.
• Enthusiastic and positive with a solutions orientated approach
• A quick learner and able to retain a wealth of information
• Comfortable working under pressure and managing multiple priorities
• Aware and understand the importance of adhering to FCA principles and our regulators

From us you’ll get* 

• An annual discretionary bonus
• 4% of your salary to spend on flexible lifestyle benefits
• 5% matched employer contribution to your pension
• 20 days annual leave (+8 days for bank holiday on top)
• Blended approach to office/home working
• And many 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 want the best people

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for 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.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!