Customer Resolution Specialist

Salary banding

£28,380 rising to £29,980 (increase is usually with 6-9 months)

Experience

Complaint experience is preferable

Working pattern

Full-Time

Reporting to

Customer Resolutions Squad Lead

Sponsorship

Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words

Ownership. Decision-maker, Communicator

Top 3 qualities for this role

Resilience, Organisation, Empathetic

Where you'll work

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. You'll be assigned to the closest one of hub offices Bristol or Glasgow. You will be required to be in the office 2 days a week during training and once every 2 weeks after training.

Team working 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.

Role

As a Customer Resolution Specialist, your role will involve investigating and responding to customer complaints by identifying root causes and managing the customer's expectations through to resolution. You'll be responsible for rebuilding a customer's trust in OVO again, using your in depth knowledge to correct any issues for our customers.

Our customers are at the heart of everything we do. We're looking for people who can build a good rapport with customers and colleagues and are willing to go above and beyond to keep our customers happy. You'll also be confident in working within a regulated environment and providing feedback to senior management, particularly on anything blocking the resolution of a complaint.

Your key outcomes will be:

• Providing a tailored service to each customer either over the phone, through email or via letter
• Using your expertise to provide a resolution for our customers
• Ensuring that complaint cases follow OVO's processes and procedures
• Working towards targets focusing on resolving customer complaints swiftly while protecting OVO's brand
• Flagging any potential issues to management or departments inside OVO
• Managing and prioritising your own workload to ensure that we deliver excellence in resolution consistently

Qualities for success

• Calm, balanced and solution focused approach to all situations
• Ability to understand both customer and business needs, and utilize this knowledge to provide the best resolution to a customer's complaint
• Outstanding organisational skills and the ability to manage and prioritise own workload
• People person and great teammate, adaptable, clear communicator, initiative, enthusiasm, and a positive, solutions oriented approach

What's in it for you

We'll pay you £28,380 rising to £29,980 (increase is usually with 6 9 months). You'll be eligible to qualify for a monthly incentive based on the customer outcomes you and your squad deliver. We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO. There's flex pay: 9% Flex Pay on top of your salary - 4% auto enrolled into your pension, and 5% yours to use with flexible benefits. You can use this to buy from our extensive range of flexible benefits, including our green benefits, add to your pension or take it as cash.

Benefits

• 34 days of holiday (including bank holidays)
• Health: healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments and more
• Wellbeing: gym membership, travel insurance, workplace ISA, will writing services, dental insurance and more
• Lifestyle: extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give as you earn donations
• Home: up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargers
• Commute: great deal on ultra low emission car leasing, cycle to work scheme and public transport season ticket loans