Overview

Position Title: Collection Agents

Company: OVO

Location: Birmingham, UK

Job Description:

As a Customer Care Agent within Collections you will be working in an administration role but there will be a lot of customer contact over the phone, via email and on occasions video conferencing. It will be your responsibility to ensure our customers get the assistance they need through whatever communication channel they need us to use.

Responsibilities:

  • Answering and resolving customer enquiries over a number of communication channels
  • 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 our customers’ bills are right first time.
  • Resolving customers’ queries the first time they are raised, collaborating closely with other departments to ensure resolution.
  • Proactively reviewing customer accounts, to identify and resolve any future problems before they arise.
  • Taking ownership of complaints and following procedures to ensure the complaint is resolved in a timely manner.
  • You have good personal timekeeping and self-awareness of impact to others around you

Requirements:

  • We’re looking for people who are able to build a good rapport with customers and colleagues and are willing to go above and beyond to keep our customers happy.
  • This is an administration role but you’ll need to be comfortable speaking to people on the phone and dealing with correspondence.
  • Good communication skills are essential..
  • It’s crucial that you’ve had experience within a customer service environment; even better if you already have an understanding of working to targets and love smashing them.
  • Most importantly, you’ll share the qualities that have driven our achievements so far: firstly you’re a people person and a phenomenal teammate.
  • You’ll be adaptable, a clear communicator and able to tailor your approach dependent on each individual customer/partner.
  •  You show a passion for customer service and getting it right for our customers/partners.

About OVO

The OVO Group’s mission is to drive progress towards net zero carbon living. We’re a collection of companies with a single vision: to power human progress with clean affordable energy for everyone.