Ovo Jobs – Second Line Agent In Halesowen, UK

Overview

Position Title: Second Line Agent

Company: OVO

Location: Halesowen, UK

Job Description:

Second Line is a process and knowledge intensive team with the goal to have a deep understanding of a multitude of skill sets relevant to the Energy business and Customer contact..

Responsibilities:

• Passionate about Customer Service
• Able to work well under pressure whilst hitting targets and maintaining high levels of attention to detail
• Receptive to change
• Demonstrates a keen desire to learn and share best practice with peers
• A confident & clear communicator
• Flexible, reliable & hardworking
• Able to use your own initiative and work independently
• A proactive approach to self development

Requirements:

• Relevant Energy industry experience is a requirement for the role.
• Work across a multitude of different channels (predominantly calls and cases) in a flexible way.
• Expertly handle a wide range of queries / requests from our customers, colleagues and external industry parties.
• Working in a target driven environment focusing on excellent customer service.
• Taking ownership of technical complaints whilst following OVO procedures to ensure the complaint is resolved in a timely manner.
• Ensure all customer and internal communications with key partners are of the highest quality.
• Work with your peers across the business to continually highlight opportunities for improvements to our processes.
• Personal adherence is key to this role. You must have good personal timekeeping and awareness of impact on others around you.
• Provide call and email support to the Contact Centre when required.
• Responsibilities grow in line with progression through Reward Steps.