Full time Digital Services Agent at OVO Energy
Job Description
In the words of the team, you should leave your current role for this one because….
“We’re a passionate team who want to do right by our customers by providing world class customer service and protect our brand in the online world. Our team is very important to us and we want them to succeed in a collaborative and constructive environment, where we can utilise our strengths and make sure you’re recognised for your hard work. You’ll be working with a knowledgeable, friendly and supportive team who are always there when you need an extra pair of hands”
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. Click the link above and you’ll see exactly the vision we have and what you’ll be driving.
This role in a nutshell:
OVO are now expanding out far into the digital space, particularly on Social Media, making our presence known amongst both our current and potential customers. This is where you come in. The Digital Services focus exclusively on digital interactions with no telephony contact involved. While we primarily focus on OVO Socials our remit ranges out to areas across the digital channels, promoting our excellent customer service skills for all to see.
We work closely with many teams across the company, such as Brand, answering customers with a timely, knowledgeable response that takes ownership of resolving the customer’s issue at first contact. The team’s focus is on developing an award winning customer service department to challenge the market on the new way of customer-centric digital working. If your aim is to emerge into a top line digital customer champion, in a growing space with plenty more opportunity for development – this could be the role for you.
Your key outcomes will be:
- Actively responding to any customer that needs our help or advice via our social channels using our social engagement tool, Conversocial.
- Targeting each response to be timely and knowledgeable, while putting the customer at the forefront of each decision, ensuring use of the new OVO Tone of Voice.
- Support the wider Social Resolution team in delivering against our key KPI’s which are ultimately for the customers.
- Identify opportunities for new customers to join the OVO mission and further our brand image.
- Liaise with Social Communities Manager and Social Campaign Manager to highlight advocates and high profile customers (potentially celebrities) as required, to get their support and provide feedback on campaign activity that drives customer commentary.
- Identifying PR/Brand risks and working with the Brand Social team to agree on the best course of action.
- Identify opportunities to improve our customer service offering and highlighting your ideas up the management chain.
You’ll be a successful Digital Services Agent at OVO if you…
- Have a passion for Social Media and Digital contact and showing off exceptional Customer Service.
- Are a team player, but able to work alone when required.
- Have a minimum of 12 months customer service experience, ideally with a track record of strong digital acumen.
- Have the ability to work in a fast paced, growing environment
- While typically working standard Care hours, you’ll be required to work one late shift each week (start late but finish later) and also the occasional and infrequent weekend shift as scheduled while being supported by the team.
You won’t like this role if you…
- You don’t want to work flexible hours or the odd weekend
- Struggle in a faced paced environment where workloads change throughout the day
- Find it difficult to convey conversation via written communication – your work will be in the public domain and therefore comes under scrutiny
Let’s talk about what’s in it for you
We’ll pay you between £23,690 to £27,553, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!
We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.
You’ll be eligible for an on-target bonus of 15%. 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
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.
For your Belonging
To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people – so when you join OVO, you can play a part – big or small – with any of the Networks. It’s up to you.
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!
If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.
Location :Bristol
Closing Date : 15th June, 2023
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website