Customer Care Agent

Location: Cumbernauld (currently working from home)

Salary: £19,788

The OVO Group’s purpose is to drive progress towards net 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!

Hello, 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 imaginative 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? 

We’re currently hiring Customer Care Agents to join our Customer Service team; the team responsible for maintaining the progressive, customer centric culture that has built our reputation to date… arguably the most important team here at OVO!

As a Customer Care Agent you will be the first point of contact our customers have with OVO and it will be your responsibility to ensure our customers get the assistance they need either by phone or email.

What will I be doing?

Our Members are the key to our success so you'll play a meaningful role in keeping them happy and driving our vision! 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 (occasionally email if needed).
• Ensuring our customers receive excellent customer service.
• Working towards targets and clear objectives set by the business which drive our Plan Zero vision.
• Advising our Home Moves customers about other products available to them with the aim of upselling to additional services.
• Resolving customers’ queries the first time they are raised, collaborating closely 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 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.
• You have good personal timekeeping and self-awareness of impact to others around you

Working 37 hours per week, our opening hours vary depending on the department you join but could be across 8am-8pm Monday to Friday and 8am-6pm on a Saturday with flexibility in your hours being important.

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.

This is a phone based role so you’ll need to be comfortable speaking on the phone for most of the day.

It’s crucial 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 fast-paced; 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 achievements so far: firstly you’re a people person and a phenomenal teammate. You’ll be adaptable, a clear communicator and able to tailor your approach dependent on each individual customer/partner. You show a passion for customer service and getting it right for our customers/partners.

Throw in lots of initiative, passion and a positive, solutions oriented approach and there’s a good chance you’ll thrive at OVO.

From us you’ll get*

• An annual discretionary bonus
• 5% matched employer contribution to your pension
• 25 days holiday
• 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!