Zero Carbon Living Ops Support Expert (6 month FTC)

Role OVO-View

Team: Zero Carbon Living Operations Support Team

Location: Hub Based - Hybrid for all (The team meets quarterly at different Hubs -  travel will be expected on these occasions)

Salary banding: £24,020 - £31,500

Experience: Mid Level

Working pattern: Full-Time

Reporting to: Ian-Lewis Sheppard (ZCL Operations Lead)

Sponsorship: Unfortunately we are unable to offer sponsorship for this role

This role in 3 words: Exciting, dynamic, challenging

Top 3 qualities for this role: Organised, empathetic, problem solver

Where you’ll work:

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person. 

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

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 abilities, 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. Here’s how:

Zero Carbon Living is the future for our customers, and a pathway to reducing their carbon footprint. Your role as a Zero Carbon Living Ops Support Expert places you in the position to help customers realise this future.

This role in a nutshell:

Working within the Zero Carbon Living Ops Support Team at OVO energy you’ll play a key role supporting the delivery of Plan Zero by helping our customers understand and implement the right physical interventions to drive them to zero carbon living. Being a part of the Drive/commercial team you will have regular customer interaction as this is key to staying close to customer experiences and ensuring the smoothest possible path to zero.

Your key outcomes will be:

• Knowing our products and customer installation journeys inside and out so you are able to give customers the confidence that we are the decarbonisation partner of choice..


• Primarily providing frontline support for our Charge Anytime customers answering calls and emails, managing communication workflows to ensure efficient resolution of customer queries.


• Supporting the customers E2E journey across all ZCL solutions products You will start supporting Charge Anytime and then be upskilled on Electric Vehicle,charge tariff and Battery storage, air source heat pumps and any new products..


•  ZCL Supporting Charge Anytime customers answering calls and email contact, troubleshooting from onboarding issues to more complex indepth queries.


• Be a subject matter expert on our comprehensive CRM system that supports all ZCL products and services.


• Working with internal and external partners, such as booking, surveying, supply and installation teams to ensure we deliver the best experience possible and meet our SLA’s


• Logging all customer contact comprehensively, to ensure the information captured helps us identify key areas for improvement using our crm systems.


• Owning live issues and progressing them through to resolution as quickly as possible and provide additional support where things haven’t quite gone to plan


• Actively own customer complaints, always do the right thing to ensure we’re getting customers back on track - escalating to central complaints by exception


• Using systems and your own knowledge to troubleshoot and diagnose issues and  where you can, resolve them at the first point of contact


• Escalating to third parties and following up resolution of any issues that cannot be resolved by our team


• Bringing the customer into to room and advocating for product and service changes that could improve customer experience at every opportunity


• Supporting innovation projects, including recruitment and onboarding of customers - engaging customers on sharing the benefits of our trials and assessing their eligibility for products and services and making them aware of the benefits and supporting them with their innovation product in life

Systems: Salesforce, Zoho CRM & Desk, Google Workspace

You’ll be a successful Zero Carbon Living Ops Support Expert at OVO if you…

• Have excellent communication skills to include speaking to a diverse group of people, from installers, end customers, internal and external departments and organisations


• Strong organisation skills, high conscientiousness and able to effectively manage competing priorities


• Accountability for your own work, and ability to work within agreed SLA’s


• Ability to problem solve, work independently and take initiative


• Adaptable and quick to respond in a rapidly changing environment


• Excellent ability to work in a team, good personal timekeeping and natural ability to work to our core values; Do what’s right, Find a way & Build something great

You won’t like this role if you…

• Aren’t comfortable working in a fast paced environment with always lots to learn


• Need a rigid work structure 


• Struggle with problem solving


• Prefer to work in isolation, in our team it’s all about supporting each other


• Don’t expect to regularly interact directly with customers via multiple channels

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

We’ll pay you between £24,020 and £31,500, depending on your specific skills and experience.

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.