Customer Care Agent - Part Time Opportunity

Customer Care Agent - Part Time Opportunity

Location: Bristol. This role will start remotely, in line with current government guidelines. Going forward, there is an expectation this role will be a blend of home and office-based working.

Hours: 25 hours per week (Monday - Friday, 09:30am - 2:30pm)

Start date: Monday 1st March

Salary:  £20,000 (FTE)

Salary will be pro-rata'd for 25 hours (approx £13k pa)

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. 

Where in the world of OVO will I be working?

We’re currently hiring Part Time Customer Care Agents to join our Customer Service team and help out during our busiest times.

As a Customer Care Agent, you’ll be the first point of contact for our OVO Energy customers, delivering an award-winning service we can be proud of.

The team is responsible for maintaining the dynamic, customer centric culture that has built our reputation to date. You’ll be the voice of OVO for our customers, it’s a big responsibility. Up for the challenge?

What will I be doing?

Our Customers are the key to our success so you'll play a significant role in keeping them happy and driving OVO’s vision! You’ll be the first person our customers talk to whether they have questions, complaints or compliments - it will be your responsibility to get our customers the help they need

Working 25 hours per week (09:30am - 2:30pm, Monday to Friday) with the flexibility to work from home, this role is the ideal opportunity for somebody looking to fit their work around their day-to-day life.

Key responsibilities include:

  • Answering and resolving customer enquiries over the phone (occasionally email if needed)
  • Ensuring our customers receive excellent customer service
  • Working towards targets and clear objectives set by the business which drive our Plan Zero vision
  • Advising our customers about other products available to them with the aim of upselling to additional services
  • Resolving customers’ queries the first time they are raised, collaborating closely with other departments to ensure resolution
  • Taking ownership of complaints and follow OVO procedures to ensure the complaint is resolved in a timely manner
  • Understanding our customer feedback tool, using feedback to identify any areas of improvement
  • Recognising customer contact trends and giving feedback to team leader
  • 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.

    This is a phone based role so you’ll need to be confident speaking on the phone for most of the day.

    It’s crucial that you’ve had experience within a customer service environment; even better if you already have an understanding of working to targets and love smashing them.

    Ideally you will be:

  • A quick learner and able to retain a wealth of information - there’s a lot to learn in the energy industry!
  • A people person and an extraordinary teammate
  • Adaptable, a clear communicator and able to tailor your approach dependent on each individual customer.
  • Passionate about customer service and getting it right for our customers.
  • Solutions orientated, resolving our customers’ queries the first time they call.
  • Great at personal timekeeping and be aware of your impact on others around you
  • From us you’ll get

    We know there’s a lot to learn so full training is provided. If you're results-oriented and want to progress within the company, our Customer Service Reward Steps will help you do that. As you gain more knowledge and experience, you can move up through the levels increasing your salary as you go.

    You’ll also get:

  • A bi-annual performance based bonus
  • 4% of your salary to spend on flexible lifestyle benefits
  • 5% matched employer contribution to your pension
  • An onsite gym
  • 25 days holiday + 1 for your birthday
  • Flexible working hours
  • 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

    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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    • Sector:

      Customer Service

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    • Published:

      27 days ago

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