Customer Service Advisor, OVO
Zero Carbon Living
£25.9-26.8k
Starting base salary of £25,950 which will increase to £26,770 once your training and probation period are completed. This is usually within 9 months, although can be quicker depending on previous experience!
More information about location
1+ day a week in office
Powering human progress with clean affordable energy for everyone
Posted today
Powering human progress with clean affordable energy for everyone
1001+ employees
Posted today
£25.9-26.8k
Starting base salary of £25,950 which will increase to £26,770 once your training and probation period are completed. This is usually within 9 months, although can be quicker depending on previous experience!
More information about location
1+ day a week in office
1001+ employees
Company mission
We launched in 2009 to make energy better. Over 4 million members, 5 million trees planted, and Plan Zero launched in 2019. We help UK homes reduce bills and carbon with smart tech and expert support. We believe energy can be better for customers, wallets, and the planet, uniting brilliant people to help decarbonise homes and simplify energy management.
Role
Who you are
- 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
- Are a brilliant communicator, particularly on the phone. You’re comfortable talking to wide range of people about a variety of queries
- Have a passion for helping and supporting vulnerable customers
- Are strong at showing empathy, understanding and compassion to our customers’ circumstances. At times you may need to have in-depth and sensitive conversations with customers
- Experience: Learner - customer facing in a service environment with digital experience and problem solving skills advantageous
- Top 3 qualities for this role: Communication, great teammate, creative thinking
- 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!
What the job involves
- 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 telephony based role so you’ll be resolving customer inbound queries through calls, and some emails
- Engaging with OVO’s customers, communicating with passion across phone, and occasionally via email
- 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
- Working pattern: Full time - 37 hours per week (Shift times are between 8am - 6:15pm Monday to Friday and one Saturday per month from 9am - 2pm)
- This role in 3 words: Fun, rewarding, customer-centric
Application process
- Start dates for Bristol :
- Monday 7th September
- Monday 14th September
Our take
On average, home energy represents 26% of our carbon footprint. Ovo Energy wants to bring this to zero by providing cheaper, greener and simpler energy to customers. It's analysing meter data to deliver easy, personalised actions, turning electric vehicles into power stations with clever chargers, and building energy-efficient heaters. For households, it's offering is organised into four different energy plans, that include interest rewards on energy credit balance.
In 2020, OVO completed the acquisition of SSE Energy Services' retail arm for £500 million, meaning that the challenger brand now has around 4 million customers in the UK.
While helping Ovo members halve their carbon footprints, the company is also working towards becoming a net zero carbon business by 2035. The challenges ahead for the company include encouraging consumer behaviour change, shifting towards subscription models for home energy use.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
Kate Cottrell, Smart Meter Engineer
Our mission
Supporting our customers on the journey to zero carbon by delivering exceptional customer service and promoting energy efficiency.Insights
Company
Employee endorsements
Inspiring mission
"The mission to provide Green energy to all customers, and to enable all our customers to start on a journey towards zero carbon living is written in..."
Funding (last 2 of 3 rounds)
Jul 2023
$270.2m
GROWTH EQUITY VC
Feb 2019
$270.2m
GROWTH EQUITY VC
Total funding: $582.3m
Company benefits
- On-target bonus up to 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal
- Flex Pay: 9% 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
- 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
- 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
Company HQ
Bristol, UK
Leadership
Chris Houghton
(CEO)CEO of OVO. Making energy better for people and planet. Joined in November 2025.
Salary benchmarks
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Diversity, Equity & Inclusion at OVO
Louise Bailey (Belonging Lead)
- We run inclusive training and unconscious bias workshops for employees and interviewers
- We provide mental health support, through different networks, having mental health first aiders within the business and running initiatives like our "wellbeing Wednesdays" to promote this.
- We have dedicated Early Years programmes with a focus on underrepresented groups, offering different training opportunities within the business.
- We invest in tools, like Textio, and focused I&D job boards to help us reduce bias in our job postings and recruitment activity.
- Commitment in improving diversity across our Tech Teams and working with companies to improve the tech ecosystem as a whole, specifically have committed to at least 30% Women in Tech at OVO by 2026
- We've signed up to numerous charters, like the Tech Talent Charter, Race at Work Charter and Trans in the City, to show our continuing commitment to improving I&D within OVO and the wider community
- Within OVO we have multiple belonging networks and communities set up, to offer support and forums for everybody
- Read more about our commitments to improving Diversity & Inclusion at OVO in our linked belonging report
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