OVO Energy Hiring for Customer Service Agent at Glasgow Full Time

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?

CORGI HomePlan is part of the OVO family and is regulated by the Financial Conduct Authority and provides a variety of boiler insurance policies giving peace of mind and satisfaction to customers and their home heating systems.

If customer service is what you do best, then come and work for a market-leading organisation that offers a range of home emergency insurance policies to over 170,000 customers across the UK.

What will I be doing?

As a Customer Service Agent you will be the frontline contact for a customer when they call to raise a claim on their policy, whether this be a heating, electrical, plumbing or drainage fault. You will exhaust all troubleshooting activities to narrow down the issue being experienced before arranging the deployment of an engineer. You will have regular contact with network engineers to authorise the repair whilst updating customers to make them aware if their claim has been successful or not.

Key responsibilities include:

• Handling inbound and outbound customer calls
• Provide technical assistance to resolve faults over the telephone
• Using internal systems to log faults
• Adding / reviewing notes to ensure the customer experience is optimised
• Collaborating closely with different departments
• Achieve KPI’s
• Investigating complex repairs and problem-solving tricky situations
• Assess customer claims fairly and consistently, in line with the policy terms and conditions and ensure we Treat Customers Fairly (TCF)
• Effectively handle any issues raised and look to resolve where manageable or escalate where appropriate

Is this the job for me?

Ideally you will have:

• A passion for customer service
• Motivation to hit targets and deadlines
• Be a great communicator
• A teammate who enjoys supporting others and sharing best practice
• Flexible and willing to adapt to change

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!