Pros
Learning Opportunities
Friendly team
Good office
Cons
I joined as a Zero Carbon Living Advisor, excited to be part of OVO’s green energy mission, but the reality of the role was disappointing and far from what I expected. The long-winded 4 weeks of training felt more like an overview of the energy sector and a pitch about OVO’s mission, with little focus on the actual responsibilities we’d be handling. When we were suddenly expected to take customer calls in what’s known as ‘grow zone,’ there was minimal preparation. Instead of feeling ready, many of us were left overwhelmed by angry or frustrated customers without enough support. Some of my colleagues were in tears on their first calls, receiving harsh responses, which the company doesn’t seem fully prepared to manage.
Miscommunication and unclear expectations are constant issues, and the workload is intense, with KPI targets that feel increasingly unrealistic. Management appears disconnected from what advisors experience on the front lines, and with no clear growth opportunities or consistent support, it’s easy to burn out. On top of it all, OVO’s recent £2 million fine by the ombudsman doesn’t reflect very well on their commitment to excellent customer service, does it? Ultimately, working here felt more like working within a dysfunctional complaints department than being focused on helping customers achieve zero-carbon living.
