Emily Lang Email & Phone Number

- Leading, engaging and coaching a Squad of Zero Carbon Living Advisors, using agile ways of working to create a leading place to work. - Using data and insights to monitor squad performance, continuously searching for opportunities to improve. - Working with Forecast & Planning team, being accountable for day-to-day management and allocation of work, availability and utilisation and facilitation of meetings as appropriate.- Representing the voice of the customer to drive continuous improvement efforts in both squad and customer experience.- Working collaboratively with other Squad Leads in the Group to continually enhance the customer experience and OVO’s progression towards Plan Zero.

Glasgow, Scotland, United Kingdom

- Answering a high volume of customer calls, emails, webchats, WhatsApp, and social media messages covering customer queries across all areas of OVO.- Focus on first call resolution for customer interactions.- Identifying customers' needs by effective questioning and promoting and selling OVO products to customers by discussing the features and benefits.

Cumbernauld, North Lanarkshire, United Kingdom

- Handling inbound calls from customers moving home. - Ensuring sales targets were met.

Glasgow, United Kingdom

- Handling a range of diverse enquiries from inbound member calls.- Responding to member email enquiries within an SLA of 24 hours. - Processing member applications via mail. - Scanning and general administration duties.

Master Of Science - Ms, Applied Social Research, 2.1

Bachelor Of Arts - Ba, Criminology And Sociology, 2.1

High School, Highers