Phone & Broadband Senior Operations Manager

Location: Havant - but open to applicants across the UK

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan 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!

Where in the world of OVO will I be working? 

We've built a thriving Retail Telecoms business, building a reputation for offering a great value product and services portfolio with outstanding customer service. The ambition over the coming years is to accelerate that growth even further to become one of the major telecoms retailers in the UK.

What will I be doing?

• You will be leading our Customer Care teams across Onboarding, General Enquiries, Homemoves and Repair, reporting into the Head of Phone & Broadband.
• You’ll focus on delivering consistent performance through our customer-facing processes, including appreciating how they impact the overall customer journey beyond your team
• You’ll lead Operations Managers to meet stretching key performance indicators in a high pressure environment
• Manage & develop the relationship with suppliers via Vendor Management to ensure SLA’s, targets and metrics are achieved 
• In this high volume environment, you’ll drive continuous improvement in performance across the team and ensure optimum resource allocation to deliver results across a range of KPIs
• You’ll develop future management capability and support individuals in the team to fulfill their potential
• You’ll be responsible for maintaining and improving key employee engagement initiatives for the Customer Services team
• Working to reduce process exceptions, escalations and rework, you’ll develop team members and identify and prioritise development needs to ensure continuous improvement
• You’ll be responsible for monitoring and managing team performance, implementing appropriate plans to ensure objectives are achieved
• Ensuring that the department works within all regulatory and/or legal obligations
• Working closely with other departments, from Product, Marketing and Shared Services to ensure our customer experience is seamless and the processes/systems used across the department are efficient and effective
• You’ll have input into the Customer Care strategic plan and will take ownership for delivery of actions associated to that

Is this the job for me?

• Ideally you will have had experience managing an award-winning customer contact department 
• We are looking for a confident, clear communicator, able to influence across the organisation and demonstrate an effective, delivery-focussed approach within a fast-paced environment.
• You will be a great teammate who embraces collaboration within your team and across different teams
• You will have experience within an organisation that serves customers throughout a ‘lifecycle’ requiring close management of their accounts.
• Can demonstrate experience of handling multiple projects and stakeholders in a fast paced competitive environment.
• Demonstrate a track record of driving efficiency and lowering cost to serve
• In addition, you are passionate about what you do and are highly driven to achieve your professional & personal goals.

We want the best people 

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!