Vulnerability Guild Support Agent

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?

You'll be working as part of the Vulnerability Support & Guild Team where our key focus is to place the customer at the heart of everything we do. You will handle contact with our customers', delivering an award winning service we can be proud of.

We believe in leaving zero people behind in the journey to zero carbon, this means we are making sure we are fair and inclusive making products & services that are easy to engage with. We want to provide energy support that can be trusted and relied upon and products that work for all of our customers even if we don't know about their circumstances. That's why we go above and beyond to make sure we're there for all of our customers. Making energy easier for all of our customers, particularly those in vulnerable situations

What will I be doing?

You'll be helping us with some of our most vulnerable customers at a time that they will need it most, providing them with support and guidance throughout working with our external partners to find the right solution for each customer. This may include assessing customers' circumstances and their ability to pay, communicating empathetically where needed and working with them throughout this process.

Key responsibilities include:

• Reviewing accounts referred to the Guild to ensure they meet our criteria and we can offer support
• Calling vulnerable customers to offer support, help and complete onward referrals
• Achieving high call quality, meeting compliance standards whilst delivering against agreed performance metrics
• Ensuring our customers receive excellent customer service.
• Working towards targets and clear objectives set by the business which drive our Plan Zero vision.
• Working to a high level of accuracy - ensuring that we complete the correct referral and the customers' account reflects the information provided
• Completing Admin tasks to support our vulnerable customers manage their own accounts
• You have good personal timekeeping and self-awareness of impact to others around you

Is this the job for me?

You will work rotationally between the hours of 8am - 5pm Monday to Friday.

We are looking for problem solvers who pride themselves on giving excellent customer care. You will be a confident and empathetic communicator with excellent negotiation and objection handling skills. We expect that there will be some difficult and challenging conversations in this role so it's important you're confident talking to customers from all backgrounds and working with them over time to help make a real difference.

Ideally you will :

• Have experience in a call centre environment and confidence to outbound contact customers
• Have empathy and compassion (and no judgement) when speaking to customers
• Have experience is dealing with and supporting vulnerable customers often in crisis
• Be a phenomenal teammate who is willing to be flexible to support others within the team
• Be detail-oriented, ensuring all tasks are completed to a high standard
• Have a dedication to Quality, Compliance and doing the right thing.
• Be assertive, empathetic, professional, influential and a great negotiator.

Ideally you will have : Soft Skills

• Communicate confidently and clearly
• Ask open questions to establish personal circumstances
• Be collaborative with your team and wider colleagues
• Customer Care Ethics
• Passion for delivering the best customer service
• Take ownership to support customers throughout their journey
• Excellent verbal and written communication

Resilient

• Work well under pressure
• Handle developmental feedback
• Ability to bounce-back from challenging conversations / situations and know when to ask for help

Behaviours

• Communicate well with our people and customers
• Build something great by being naturally curious and understand complex issues
• Do what's right, take responsibility and ownership for our customers and colleagues
• Find a way through the ability to remain flexible in a fast moving environment

Desirable

• Experience in care and