About Company
OVO Energy is a leading energy supplier in the UK, dedicated to making energy cleaner, greener, and fairer for everyone. Since our founding in 2009, we’ve grown rapidly, disrupting the traditional energy market with innovative technology and a commitment to customer satisfaction. We believe in building a sustainable future, not just through renewable energy but also by fostering a supportive and dynamic work environment. At OVO, you’ll be part of a team that’s passionate about making a real difference, empowering our customers to manage their energy better, and contributing to a healthier planet. Join us as we redefine what an energy company can be.
Job Description
Are you an empathetic problem-solver with a passion for exceptional service? Do you thrive in a remote work environment, connecting with people and making a positive impact from the comfort of your home? OVO Energy is seeking dedicated and enthusiastic Customer Care Executives to join our growing remote team, based in the Greenock, Glasgow area. In this pivotal role, you will be the friendly voice of OVO, guiding our customers through their energy journey, resolving queries, and ensuring they have the best possible experience. From managing account inquiries to providing expert advice on energy consumption and our innovative products, you’ll be at the forefront of our mission to deliver outstanding customer satisfaction. We’re looking for individuals who are not just great communicators but also proactive thinkers, eager to learn, and committed to upholding OVO’s values of simplicity, honesty, and innovation. This is an incredible opportunity to contribute to a forward-thinking company that genuinely cares about its customers and the planet, all while enjoying the flexibility and autonomy of working remotely. We provide comprehensive training and continuous support to ensure you succeed and grow within our vibrant team, empowering you to help shape the future of energy for our customers.
Key Responsibilities
- Respond to customer inquiries via phone, email, and live chat in a professional, timely, and friendly manner.
- Resolve customer issues efficiently, accurately, and with a first-call resolution mindset, escalating complex problems when necessary.
- Provide expert advice on OVO Energy products, services, tariffs, and energy-saving tips.
- Process account changes, payments, meter readings, and other administrative tasks with precision.
- Maintain accurate and detailed records of customer interactions and transactions in our CRM system.
- Educate customers on self-service options and digital tools available to them.
- Adhere to company policies, procedures, and regulatory requirements (e.g., Ofgem guidelines).
- Proactively identify opportunities to improve the customer experience and contribute to team goals.
- Participate in ongoing training and development programs to enhance product knowledge and skills.
- Collaborate effectively with team members and other departments in a remote setting.
Required Skills
- Proven experience (1+ year) in a customer service role, preferably in a call centre or remote environment.
- Exceptional verbal and written communication skills with a clear, empathetic, and professional tone.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to learn quickly and adapt to new systems, products, and processes.
- Proficiency in using CRM software and standard office applications (e.g., Google Workspace, Microsoft Office).
- Excellent time management and organizational skills to manage workload effectively in a remote setting.
- A dedicated, quiet home workspace with a reliable high-speed internet connection.
- Resilience and a positive attitude, even when faced with challenging customer interactions.
- Ability to work independently while also contributing positively to a remote team environment.
Preferred Qualifications
- Previous experience in the energy sector or a regulated industry.
- Familiarity with remote collaboration tools (e.g., Slack, Microsoft Teams).
- A genuine interest in renewable energy and sustainability.
- Experience with multi-channel customer support (phone, email, chat).
- NVQ or equivalent qualification in Customer Service.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Generous holiday allowance, increasing with service.
- Comprehensive pension scheme.
- Access to our award-winning 'OVO Beyond' benefits program, including discounts on various products and services.
- Life assurance and income protection.
- Remote working setup support and allowance (e.g., equipment provided).
- Opportunities for career development and progression within a fast-growing company.
- Employee assistance program for personal and professional support.
- A vibrant and inclusive company culture, with virtual team events and engagement initiatives.
- Free health and wellbeing tools and resources.
How to Apply
Click on the application link below to submit your resume and cover letter. We look forward to reviewing your application! Please ensure your CV highlights your relevant customer service experience and your ability to thrive in a remote work environment.