Customer Service Agent

We’re making zero carbon happen

We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. 

We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

Do great green things with OVO Energy

So much has changed since we launched in 2009.  Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

Everyone belongs at OVO

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. 

We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.

Where in the world of OVO will I be working?

We’re currently hiring Bereavement 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 an Agent within the Bereavement team you will be working in a telephony role but there will be customer contact via email and post channels. It will be your responsibility to ensure our customers’ representatives get the assistance they need through whatever communication channel they need us to use.

What will I be doing?

You’ll be working as part of the Bereavement team at Ovo Energy where our key focus is to place the customer at the heart of everything we do. Your team will handle contact from the executors/representative of our customer, delivering an award winning service we can be proud of.  

Key responsibilities include:

• Answering and resolving executor/representative enquiries in a compassionate and empathetic manner
• Ensuring our customers’ representatives receive excellent customer service.
• Working towards targets and clear objectives set by the business which drive our Plan Zero vision.
• Working to a high level of accuracy - ensuring that the customers’ account reflects the information provided
• Resolving queries the first time they are raised, ensuring that the future expectations are clearly defined
• Working to identify the position of the customers estate and collect any payments due from the estate
• Taking ownership of complaints and following procedures to ensure the complaint is resolved in a timely manner.
• You have good personal timekeeping and self-awareness of impact to others around you

Is this the job for me?

The customer is at the heart of everything we do at Ovo Energy and demonstrating our values is key to the role: Do what’s right; Find a Better Way and Build Something Great.

Ideally you will have:

Skills 

Soft Skills

• Empathetic
• Communicate confidently and clearly
• Ask open questions to identify the issue / fault
• Be collaborative with your team and wider colleagues
• Customer Care Ethics
• Passion for delivering the best customer service
• Take ownership to deliver solutions
• Treating Customers Fairly (TCF)
• Excellent verbal and written communication.
• Resilient
• Work well under pressure
• Handle developmental feedback
• Ability to bounce-back from challenging conversations / situations
• Ability to multi-task - inbound / outbound calls, emails, letter writing

Behaviours

• Communicate well with our people and customers
• Build something great by being naturally curious and understand complex issues
• Be creative in finding ways to solve issues or envisioning problems
• Do what’s right, take responsibility and ownership for our customers and colleagues
• Find a way through the ability to remain flexible in a fast moving environment.

How we assess competency

• Overall performance against individual KPIs
• Consistently deliver outstanding customer service to improve the customer experience and Ovo Energy brand reputation
• Maintaining a high level of quality - measured through call monitoring and required monthly quality compliance checks.
• Acceptable Attendance levels

Compliance

• Completion of Statutory Training
• No breaches i.e. DPA, adhering to regulatory timescales, correct escalation rights issued.
• Keep up to date with company and regulatory changes.
  

Brilliant benefits for a world-changing team

Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home.

For starters, you’ll get 34 days of holiday (including bank holidays).

Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans 

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!