Customer Service Advisor (Zero Carbon Living)

Customer Service Advisor (Zero Carbon Living)

Location: Bristol, South West England

Pay: £25,950 to £26,770 per year

Contract Type: Permanent

Hours: Full time

Disability Confident: No

Closing Date: 02/07/2026

About this job

As a Customer Service Advisor, you will provide consistently outstanding service to OVO's customers across the entire customer lifecycle, resolving inbound queries through calls, web chat, WhatsApp and email. Your role is rooted in OVO's Plan Zero mission, informing and educating customers on home decarbonisation and promoting relevant products and services.

Working pattern: Full time - 37 hours per week. Shift times are between 8:00 AM and 6:15 PM Monday to Friday, with one Saturday per month from 9:00 AM to 2:00 PM. The position is hub based (Bristol or Glasgow) with flexible work from home arrangements. Travel to the hub twice per week during the 7 week training period, then at least twice per month thereafter.

The team operates in self managed squads focused on a common zero carbon goal. You'll contribute to squad objectives, support teammates, and help drive continuous improvement.

Key Responsibilities

• Engage with OVO's customers using passion across phone, email, and web chat contacts.
• Understand the root cause of customer contact and take ownership to resolve queries on the first call to prevent repeat contact.
• Coach teammates in areas of expertise, enhancing overall squad knowledge.
• Take full ownership for the success of the squad, managing your day autonomously to meet squad objectives.
• Prepare for, attend, and actively contribute to squad meetings.
• Implement continuous improvement initiatives.
• Act as an OVO ambassador, promoting our products and services and encouraging Zero Carbon Living.
• Account for your own development using the tools provided to enable strong conversations around new and existing products.

Qualifications & Experience

• Enjoy working in a fast paced customer service environment and have a passion for delivering outstanding service.
• Demonstrate OVO's values and be an advocate of Plan Zero.
• Experience in cross selling.
• Able to work both independently and as part of a team.

Benefits

• Base salary of £25,950, rising to £26,770 once you reach Level 2 (usually 6 9 months).
• Eligibility for a monthly incentive linked to squad performance.
• Flex pay: an additional 9% of your salary that can be taken as cash, added to your pension, or used for a range of flex benefits.
• Green benefits and progressive policies to support your well being.

We encourage applications from candidates who may not tick every single requirement but possess the core attributes and enthusiasm for the role.