Customer Service Advisor - Electric Heating

about 3 years ago
Full time role
Perth, Scotland, GB... more
Perth, Scotland, GB... more

Company

OVO Energy is an independent energy technology company and supplier. The company was launched in 2009. OVO Energy is set ...

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Job Description

Location: Perth, Scotland. This role will start remotely, in line with current government guidelines. Going forward, this role has the flexibility to be a blend of home and office-based working so you need to be happy with travelling to the Perth office.

Closing date: Wednesday 10th March, 5pm.

 

We’re SSE Energy Services. We’re part of OVO Group, a family of brands on a mission to drive progress towards zero carbon living

We’re proud to supply energy to millions of homes in the UK. We even offer broadband, boiler and heating cover. Bringing life’s essentials to all corners of the country.

We’re here to keep the UK running, street by street, home by home. Doing our bit to make everyday life easier. Being here for people when they need us most. And making sure every home works brilliantly, no matter what it takes.

But bringing people exceptional service and clever ways to save money, isn’t easy. We need the brightest brains and the best kind of people to help us. 

Think you’ve got what it takes? Get in touch!

 

Where in the world of OVO will I be working? 

You’ll be working in the Electric Heating Team, a part of the wider Customer Service team at SSE where our key focus is to place the customer at the heart of everything we do. You’ll be an integral part of delivering a service we can be proud of by offering bespoke advice on electric heating and sophisticated metering set ups. We also handle complaint management when we perhaps don’t always get things right. 

 

What will I be doing?

As an Electric Heating Advisor, your role will involve taking inbound calls and responding to customer needs. You'll identify the root cause of the query and manage the customer’s expectations through to resolution.

You’ll be providing a bespoke service to each individual customer, whether it’s through inbound phone calls, internal support requests or email; it’s your responsibility to get our customers the help they need and keep their trust in SSE.

Key responsibilities also include:

  • Ensuring all queries follow our processes and procedures
  • Working towards targets focussing on being available to support our customers 
  • Flagging any potential issues to management or internal departments
  • Managing and prioritising your own workload to ensure that excellent customer service is provided consistently

Once you are more confident in the role, key responsibilities could include:

  • Managing cases that have been passed from complaint/specialist teams requiring our support
  • Representing SSE Energy Services at events/community visits for face to face engagement with customers
  • Supporting Team Leaders with mentoring other agents
  • Handling more technical queries ensuring that the highest levels of customer service is delivered
  • Supporting customer complaints that have been sent to our CEO, Members of Parliament or our media team
  • Hold video calls with our customers to provide a broader view of the help they need

Working 37 hours per week, our electric heating team is open to customers from 8:30am - 5pm Monday - Friday, so working hours are based on these times.

 

Is this the job for me? 

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 above and beyond to keep our customers happy.

It would be advantageous if you have experience within a contact centre but not vital as training and support will be provided. There's a lot to learn in the energy industry with plenty of products to understand so you'll be a quick learner and comfortable retaining a wealth of information.

Working within electric heating can be quite challenging so you will have a calm, balanced and solution focused approach to stressful situations.

Ideally you will:

  • Be a strong communicator with the ability to tailor your approach to each individual customer
  • Have an understanding of both customer and business needs, utilising this knowledge to provide the best service to a customer. 
  • Be comfortable managing and prioritising your own workload - you’ve got outstanding organisational skills!
  • Be confident using multiple communication channels - phone, email, letter or text messaging; you’ll be responding to customers via a variety of platforms.
  • Be confident using multiple systems

Most importantly, you’ll share the qualities that have driven our success so far: firstly, you're adaptable, a people person and a great teammate. You show a passion for customer service and getting it right for our customers.. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there’s a good chance you’ll thrive in this role.

 

From us you’ll get*

  • A discretionary bonus
  • 5% matched employer contribution to your pension
  • 25 days holiday + 1 for your birthday
  • 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!

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