Customer Care Agent

Brand: CORGI

Reporting to: Lauren Millar

Closing date: 13/08/2021

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reachPlan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Hello, we’re CORGI HomePlan. We’re part ofOVO Group, a family of brands on a mission to drive progress towards zero carbon living.

At CORGI HomePlan, we bring peace of mind to hundreds of thousands of homeowners, by protecting them from unexpected repair costs – and helping them to keep their homes running efficiently. Our fairly-priced insurance plans cover boilers, central heating, plumbing, drains or electrics. Offering 24/7 emergency support from over 5,000 engineers – famed for their service!

For decades, CORGI has been a brand that puts people – and their safety – first. Want to help us keep up the good work?

Where in the world of OVO will I be working?

As a CORGI Home Plan insurance Customer Care Agent, you’ll take ownership and be the point of contact to our customers to investigate and resolve their complaints. You will provide a high standard of complaint handling by using TCF(Treating Customers Fairly) and following the FCA (Financial Conduct Authority) Principles. Be an advocate for continuous improvement of our customer journey by providing valuable feedback to the relevant areas of the business.

What will I be doing?

Duties:

• Take inbound and make outbound calls to our customers, boiler manufacturers, colleagues, sub contractors and/or any further required contacts.
• Complaints must be recorded accurately and it is vital to identify the correct complaints class to ensure the appropriate regulatory rights are given, Financial Ombudsman Service (FOS), Channel Islands Financial Ombudsman (CIFO) or Utilities Alternative Dispute Resolution (UADR), to provide the best support for our customers, maintain a clear audit trail and evidence compliance to the FCA regulations and company standards.
• It is essential to meet their regulatory and company timescales to manage complaints promptly and in a timely manner. We must keep the customer informed by using acknowledging letters, update calls or emails
• Understand processes and procedures across the business, such as that of a Customer Service Agent and an example being where requirement for raising new claims or Fixed Price Repairs etc.
• Be aware of the Sales journey for customers and have an understanding of the role carried out by a Sales Agent such as the scripng used on calls, how to identify certain policy types with offers or how to locate/ re-issue documentation to customers.
• Have an understanding of the CORGI HomeHeat (CHH) side of the business and the processes carried out as these complaints are also a requirement for our team.
• Investigate CORGI HomePlan (CHP), OVO HomePlan (OHP) and CORGI HomeHeat (CHH) complaints taking into consideration all complaint points, liaising with all necessary departments to understand what has gone wrong.
• Liaise with third parties, such as subcontractors, to arrange customer requests or gather information from them.
• Liaise with The Financial Ombudsman Service (FOS) for guidance when dealing with the appropriate regulated complaints.
• Comply with claims licence ensuring redress limits are adhered to.
• Ensure a fair decision is reached, providing excellent customer service and a clear explanation given on how this decision has been reached, adhering to the compensation guidance and Treating Customers Fairly (TCF).
• Letter writing - A written final response must be sent when closing complaints aer day 4 of receipt and a Summary Resolution Communication (SRC) letter can be used if the complaint is upheld within the first 4 days of receipt. Letters must be written using the appropriate templates in our Letter’s Suite, ensuring the correct escalation rights are given.
• Update and close the complaint - complaint records need to be updated throughout the process so there is a clear audit trail. Every complaint needs to be updated and closed accurately to record the outcome and raise all appropriate payments correctly.
• Social Media - proactively resolve complaints raised via our Social Media or Trustpilot channels in a timely manner.
• Director’s Complaints - proactively resolve in a timely manner and ensure all relevant pares, including Senior Management are kept up to date on the progress of these complaints.
• Provide constructive feedback to other business areas and support initiatives to improve business performance and reduce complaints.
• Managing the shared complaints mailbox, ensuring email traffic from customers, colleagues, third parties etc is attended to and directed to the relevant areas as well as replying with a professional response to all.
• Update 1:1 document in readiness for review with line manager and take responsibility for own personal development (PDP).
• Complete all daily tasks / actions in agreed timescales and any other dues that may be reasonably asked of you.

The customer is at the heart of everything we do at CORGI HomePlan and demonstrating our values is key to the role: Find a Way; Be The Good Guys and Build Something Great.

Is this the job for me?

Skills

• Soft Skills

• Empathic
• Communicates confidently and clearly
• Flex their personality style whilst remaining professional
• Asks open questions to identify the issue / fault
• Be collaborative with your team and wider colleagues

• Customer Care Ethics

• Passion for delivering the best customer service
• Take ownership to deliver solutions
• Treating Customers Fairly (TCF)
• Excellent verbal and written communication.

• Resilient

• Works well under pressure
• Handles developmental feedback
• Ability to bounce-back from challenging conversations / situations
• Ability to multitask - inbound / outbound calls, emails, letter writing

Behaviours

• Be a good guy and communicate well with our people and customers
• Be naturally curious and understand complex issues
• Be creative in finding ways to solve issues or envisioning problems
• Be able to contribute in building something great
• Take Responsibility - for our customers, for yourself, for your team, for tasks and help to build something great
• Take Ownership - for your actions, for your workload and for our customers
• Find a way through the ability to remain flexible in a fast moving environment.

Knowledge

• Insurance products - Terms and conditions of the customers policies
• External regulation knowledge - Financial Ombudsman Services (FOS) industry standards, Channel Islands Financial Ombudsman (CIFO) Ulies Alternative Dispute Resolution (UADR) and FCA principles
• General Complaint Handling
• Product Knowledge

• Boilers/ radiators / taps / electrics
• All other functions covered by the policy

• Advocate of the Customer
• Voice of the Brand

How we assess competency

• Living the Company Values
• Completion of your 1:1 document
• Owning personal development for yourself in your role
• Consistently deliver outstanding customer service to improve the customer experience and CORGI HomePlan brand reputation - measured through NPS (Net Promoter Score), CSAT (Customer satisfaction survey) and TrustPilot score
• Maintaining a high level of quality - measured through BPA call monitoring and required monthly quality compliance checks.
• Acceptable Attendance levels

Compliance

• Dev Zone Training (in house learning management system) completed in me frame.
• OVO Learn compleon
• No breaches i.e. DPA, adhering to regulatory timescales, correct escalation rights issued.
• Keep up to date with company and regulatory changes.
• Take on all developmental feedback when provided through our various internal / external channels.

KPI’s

• Call Monitoring
• Quality Audits
• Productivity - total complaints closed
• Redress Paid
• Percentage of escalated complaints
• Percentage of agreed decision from escalated complaints
• Evidence of improvement suggestions for preventing complaints

What will happen next?

After you submit your application, our Talent Acquisition team will review your CV along with the hiring manager, and will come back to you with an update shortly.

Feel free to contact a member of the Talent Acquisition team to discuss the role. More info can be found in our Internal Recruitment Policy.