Digital Services Agent

over 2 years ago
Full time role
Bristol, England, GB... more
Bristol, England, 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: Flexible/National

The OVO Group’s purpose is to drive progress towards net zero carbon living. ToreachPlan 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? 

You’ll be working as part of the Digital Services Team at OVO Energy where our key focus is to place the customer at the heart of everything we do. At OVO, we are committed to supporting more of our customers in the digital space.We were also recently awarded Silver in the Best Place to Work (Great Large Employer category) at the European Contact Centre and Customer Service Awards!

 

What will I be doing?

OVO’s Digital Services Team answers all types of customer queries via OVO’s social channels, with a timely and knowledgeable response that takes ownership of resolving the issue on first contact. We work closely with the Brand Social team to manage interactions with advocates and key online influencers to help promote the OVO brand and drive customer loyalty, by delivering exceptional service through our social media. We also interact with our customers via the Trust Pilot review platform, to help anyone that needs it and to show our appreciation for our biggest fans. Key responsibilities include:

  • Actively monitor and respond to any customer that needs help or advice via our social channels using our social engagement tools Gnatta and Conversocial
  • Ensure each response is timely and knowledgeable,while putting the customer at the forefront of each decision.
  • Support the wider Social Resolution team in delivering against our key KPI’s.
  • Ensure all interactions are logged effectively (where relevant) to support performance and key contact drivers.
  • Identify opportunities for new members to join or switch to OVO.
  • Track Trustpilot daily to ensure we are reaching out to any member that needs our support and to thank and engage with our biggest advocates.
  • Ensure all process guides and supporting documentationf or the Social Resolution team are kept up to date.
  • Identify risks and work with the Brand Social team to agree on the right course of action.
  • Be an active promoter of our Plan Zero vision and strategy

 

Is this the job for me? 

Ideally you will have:

  • A passion for Social Media and Customer Service
  • You’ll be a team player, but able to work alone when required
  • You’ll be able to commit to full time hours
  • A minimum of 12 months customer service experience,ideally with some experience with complaints (not essential)
  • You’ll be required to work a late shift each week and also weekends as required
  • Ability to work in a fast paced environment
  • Identify opportunities to improve our customer service offering
  • Excellent grammar and written communication, with the ability to quickly proofread your own work.

 

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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