Customer Service Advisor (Zero Carbon Living)
| Posting date: | 26 September 2025 |
|---|---|
| Salary: | £25,086 per year |
| Hours: | Full time |
| Closing date: | 26 October 2025 |
| Location: | Glasgow, Scotland |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | OVO Energy |
| Job type: | Permanent |
| Job reference: |
Summary
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; this will include some of OVO’s most vulnerable customers. 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
You’ll be successful in this role at OVO if you…
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
As a Zero Carbon Living Advisor, your role is to provide consistently outstanding service to OVO’s customers across the entire customer lifecycle; this will include some of OVO’s most vulnerable customers. 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
You’ll be successful in this role at OVO if you…
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
Proud member of the Disability Confident employer scheme
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 Disability Confident.