Job description

We’re making zero carbon happen We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge? Do great green things with OVO Energy So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one. Everyone belongs at OVO Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you. Where in the world of OVO will I be working? As a CORGI HomePlan insurance Customer Care Agent, you'll take ownership and be the point of contact to our customers to investigate and resolve their complaints. You will provide a high standard of complaint handling by using TCF (Treating Customers Fairly) and following the FCA (Financial Conduct Authority) Principles. Be an advocate for continuous improvement of our customer journey by providing valuable feedback to the relevant areas of the business. What will I be doing? Take inbound and make outbound calls to our customers, boiler manufacturers and subcontractors along with actions set by other departments on the Customer Care Management tool to call customers who want to discuss their concerns. Complaints must be recorded accurately, identifying the correct complaints class to ensure the appropriate regulatory rights are given, FCA or Non FCA to provide the best support for our customers, maintain a clear audit trail and evidence compliance to the FCA regulations and company standards. It is essential to meet the regulatory and company timescales to manage complaints promptly and in a timely manner. Keep the customer informed by issue of acknowledgment letters, update calls or emails. Investigate complaints taking into consideration all complaint points, liaising with all necessary departments to understand what has gone wrong. Liaise with third parties such as subcontractors to arrange customer requests or gather information from them. Liaise with The Financial Ombudsman Service (FOS) for guidance when dealing with complaints. Comply with claims licence ensuring ex-gratia limits are adhered to. Ensure a fair decision is reached, providing excellent customer service and a clear explanation given on how this decision has been reached, adhering to the compensation guidance and Treat Customers Fairly (TCF). Letter writing - A written final response must be sent when closing every complaint. Letters must be written using the appropriate template in our Letter’s Suite. Update and close the complaint - The complaint records need to be updated throughout the process so there is a clear audit trail. The complaint needs to be closed and updated accurately to record the outcome and raise appropriate payment correctly. Provide constructive feedback to other business areas and support initiatives to improve business performance and reduce complaints. Update monthly 1:1 document in readiness for monthly review with line manager and take responsibility for own personal development (PDP). Complete all daily tasks / actions in agreed timescales and any other duties that may be reasonably asked of you. Is this the job for me? Soft Skills Empathetic Communicates confidently and clearly Flex their personality style whilst remaining professional Asks open questions to identify the issue / fault Be collaborative with your team and wider colleagues Customer Care Ethics Passion for delivering the best customer service Take ownership of the issue / fault Treating Customers Fairly (TCF) Resilient Works well under pressure Handles developmental feedback Ability to bounce-back from challenging conversations / situations Ability to multi-task - inbound / outbound / email / admin Brilliant benefits for a world-changing teamOur people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home. For starters, you’ll get 34 days of holiday (including bank holidays). Then 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 your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith 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 donationsFor 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 chargersFor 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. 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!

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