Our way of working enables us to treat our customers as individuals. We understand their needs in a personal and relevant way, resolving their queries as quickly as possible; we call this Account Management.

We're working together in squads with the same zero-carbon goal in mind; it's not just a way of working - it's a culture and a mentality. Squad life is all about self-managing as a group and making decisions together.

With Plan Zero at front of mind, we're all about making things better, looking for opportunities to deliver customer value in a constantly evolving landscape. Squads are encouraged to try innovative approaches, learning and adapting quickly are core to our development culture.

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 Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO's customers across the entire customer lifecycle. You serve to solve, ensuring customer's needs are met whilst informing and educating on our Plan Zero mission and connecting them with products and services that support home decarbonisation. This is a customer facing role, so you should enjoy talking to people. You'll 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
Quickly understand the root cause of customer contact, taking ownership for solving queries first time 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 squad meetings as appropriate
Identify and implement continuous improvement efforts in both squad ways of working and customer experience
Be an OVO ambassador, promoting our range of products & services to customers
Be empowered to have strong conversations to promote our products & services that we offer to our customers to help promote a Zero Carbon Living
Take accountability for your own development and using the tools provided to allow yourself to have strong conversations around our new and existing products

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.
- Have experience of cross selling
- Enjoy working as part of a team but also thrive independently, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

Salary banding: Starting base salary of £24,020 which will increase to £25,000 once your training and probation period are completed. This is usually within 9 months, although can be quicker depending on previous experience!

Experience: Learner - customer facing in a service environment with digital experience and problem solving skills advantageous

Working pattern: Full time - 37 hours per week (Shift times are between 8am - 6:15pm Monday to Friday and one Saturday per month from 9am - 2pm)

Sponsorship: We are unable to offer sponsorship for this role.

This role in 3 words: Fun, rewarding, customer-centric

Top 3 qualities for this role: Communication, great teammate, creative thinking

Where you'll work:
At OVO, we understand that a one size fits all approach doesn't work for everyone. That's why we created the OVO Way of Flexibility.

All our roles are hub based, providing a dedicated space for collaboration, connection and teamwork. You'll also have the flexibility to work from home.

For this role, you'll need to be based within a reasonable distance from our offices (30 miles) and able to travel into either our Glasgow hub 2 times per week.

Everyone belongs at OVO
At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet
Everything 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, As well as a base salary of £24,000 which rises to £25,000 after probation. 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 Zero goal.

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 choose to 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).

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