Second Line Agent

over 2 years ago
Full time role
Washington, DC, US... more
Washington, DC, US... 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

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!

We launched in 2009 with a mission to change energy for the better. Since then, we’ve welcomed over a million members, planted a million trees, and set our sights on helping save the planet.

As a Group, we’re working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time. 

Green energy and technology are great tools to fight the climate crisis with. But it’s people power that will rewrite history.  

So we’re building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it’s not just a job. It’s the work of a lifetime. And we want the sharpest minds to help. 

Up for the challenge?

Where in the world of OVO will I be working? 

Location: Nationwide 

Second Line is a process and knowledge intensive team with the goal to have a deep understanding of a multitude of skill sets relevant to the Energy business and Customer contact. 

You will be the first point of contact for our front line agents, assisting with sophisticated and diverse queries, helping our members receive the service they deserve.

What will I be doing?

As a Second Line agent you will be responsible for specific parts of energy processes across a broad range of skill sets.

You will be required to deliver against a high volume of data driven tasks; demonstrating the ability to quickly adapt to movement in our workflows. Rectifying issues as quickly and efficiently as possible to a high level of quality and understanding to relay this back to both Care and our Customers.

The role will require you to do the following:

  • Relevant Energy industry experience is a requirement for the role.
  • Work across a multitude of different channels (predominantly calls and cases) in a flexible way. 
  • Expertly handle a wide range of queries / requests from our customers, colleagues and external industry parties.
  • Working in a target driven environment focussing on excellent customer service.
  • Taking ownership of technical complaints whilst following OVO procedures to ensure the complaint is resolved in a timely manner.
  • Ensure all customer and internal communications with key partners are of the highest quality.
  • Work with your peers across the business to continually highlight opportunities for improvements to our processes.
  • Personal adherence is key to this role. You must have good personal timekeeping and awareness of impact on others around you.
  • Provide call and email support to the Contact Centre when required.
  • Responsibilities grow in line with progression through Reward Steps.

Working 37.5 hours per week. Operations opening hours are between 8am and 6:15pm Monday to Friday. You will have a set rota, but your shift may need to flex based on business need.

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. We’re all different here at OVO and that is just the way we like it, but we all share common attributes, and we will be looking for these in you.

  • Passionate about Customer Service
  • Able to work well under pressure whilst hitting targets and  maintaining high levels of attention to detail
  • Receptive to change
  • Demonstrates a keen desire to learn and share best practise with peers
  • A confident & clear communicator
  • Flexible, reliable & hardworking
  • Able to use your own initiative and work independently
  • A proactive approach to self development

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
  • 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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