Complaints Agent - Customer Service

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 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 Customer Relations 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 resolving our customers' complaints when things haven't gone quite as well as we hoped.

What will I be doing?

As a Customer Relations Advisor, your role will involve investigating and responding to customer complaints by identifying root causes and managing 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, email or letter; it’s your responsibility to get our customers the help they need and rebuild their trust in SSE again

Key responsibilities include:

• Ensuring complaint cases follow our processes and procedures.
• Working towards targets focusing on resolving customer complaints whilst protecting our brand.
• 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 to the Energy Ombudsman.
• Implementing any complaint remedies that the Energy Ombudsman instructs us to deliver.
• Supporting Team Leaders with mentoring other agents.
• Handling urgent and emergency complaints ensuring that the highest levels of customer service is delivered.
• Resolving customer complaints that have been sent to our CEO, Members of Parliament or our media team.

Working 37 hours per week, our complaints team is open to customers from 8:30am - 5pm Monday - Friday and 8am - 2pm on a Saturday, 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’s crucial that you have experience working in a Customer Service role; experience within a contact centre or Complaints Handling role would be a plus! Working within a complaints department 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 resolution to a customer’s complaint.
• Be comfortable managing and prioritising your own workload - you’ve got outstanding organisational skills!
• Be confident using multiple communication channels - phone, email or letter; you’ll be responding to customers via a variety of platforms.

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*

• 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!