Zero Carbon Living Advisor (ZCLA)

Job Description

Zero Carbon Living Advisor (ZCLA)Role OVO-ViewLocation: Bristol or Glasgow - hybrid working which would involve working from hub two or three days a weekTeam: OVO Care, Account ManagementSalary: Starting base salary of £23,000 which will increase to £25,000 once your training and probation period are completed. This is usually within six to nine months.Experience: Learner - customer facing in a service environment with digital experience and problem solving skills advantageousWorking pattern: Full time - 37 hours per week (shifts are Monday - Friday between 8am & 6:15pm)This role in 3 words Fun, rewarding, customer-centricTop 3 qualities for this role: Communication, team player, creative thinkingEveryone belongs at OVOAt OVO, we are on a mission to solve one of humanitys biggest challenges, the climate crisis. And we know it takes all of us to change the world. Thats why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, lifeexperiences and backgrounds to join us.Teamworking for the planetEverything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:Our new Account Management model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers’ queries, with the best level of service, in an award winning working environment.Squadlife isn’t just a Team of people working together for a common carbon reduction future, its a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility toself-manage and share decision making authority at the front line.We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouragedto try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future.This role in a nutshell:As a ZCLA, your role is to provide consistently outstanding service to OVO’s customers across the entire customer lifecycle. You serve to solve, ensuring customers’ needs are met whilst informing and educating on our Plan Zero mission and decarbonisationof the home.This is a customer facing role whereby you will resolve customer inbound queries through calls, web chat, WhatsApp and emails.Your key outcomes will be:- Engaging with OVO’s customers, communicating with passion across phone, email and web chat contacts- Understand the root cause of customer contact, taking ownership for solving queries to prevent repeat contact- Coach your teammates in areas where you have a deeper level of knowledge or skill - this might be to help answer a customer query in the moment or to enhance the overall knowledge across the squad- Take ownership for the success of the entire squad. We believe the strength of the squad is each individual advisor, but the strength of each advisor is the squad- Autonomously manage your day, ensuring the overall objectives of the squad are achieved- Prepare, attend and actively contribute at meetings as appropriate (e.g. daily squad stand-ups)- Identify and implement continuous improvement efforts in both squad ways of working and customer experienceYou’ll be a successful ZCLA at OVO if you…- Enjoy working in a fast paced customer service environment, and have a real passion for providing outstanding customer service and an eye for continuous improvement.- Demonstrate our OVO values and be an advocate of Plan Zero.Let’s talk about what’s in it for youAs well as a base salary of £23,000, you’ll be eligible to qualify for a monthly incentive which is based on squad achieving performance measures. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zerogoal.We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and 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 chooseto spend it on a huge range of flex benefits. Here’s a taster of what’s on offer:For starters, you’ll get 34 days of holiday (including bank holidays). And many more…- Ultra-low emission car leasing- Cycle to work- Public transport season ticket loan- Personal carbon offsetting- OVO energy tariff discount- Health screening and/or health assessments- Dental Insurance- Gym membership- Workplace ISA- Life assurance- Critical illness- Green-fund pension- Travel insurance- Discount dining card- Tech loan scheme- Holiday flex- Discounted thermostat - save £100 off the RRP- Electric car charging - save £100 on a chargerOh, 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!If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.