Our customers are at the heart of everything we do. We’re looking for people who are able to 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 focussing on resolving customer complaints swiftly whilst 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

You’ll be a successful Customer Resolution Specialist here at OVO if you…

• Working within a complaints department can sometimes be challenging and extremely rewarding, you must be able to have a calm, balanced and solution focused approach to all situations.
• You’ll be able to understand both customer and business needs and utilise this knowledge to provide the best resolution to a customer’s complaint.
• It’s important that you have outstanding organisational skills and have the ability to manage and prioritise your own workload.
• Most importantly, you’ll share the qualities that have driven our success so far: firstly, you're a people person and a great teammate. You’ll be adaptable and a clear communicator, able to tailor your approach dependent on each individual customer. You show a passion for customer service and getting it right for our customers – be the good guy. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there’s a good chance you’ll thrive within the complaints department...

Let’s talk about what’s in it for you:

• We’ll pay you £28,380 rising to £29,980 (increase is usually with 6-9 months).
• 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. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

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, travel insurance, workplace ISA, will writing services, dental insurance, and more

For your lifestyle

• With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home

• Get up to £400 towards any OVO Energy plan, plus great discounts on solar, 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.