Customer Service Strategy Manager

Location: Flexible in the UK, with a requirement to work at OVO sites in Bristol, Cardiff and London when necessary

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? 

You will be working within OVO retail as part of the OVO PAYGO business, created to ensure our 850,000 pay as you go customers receive the best possible service, whilst optimising the commercial position. Our PAYGO business and hence this role includes both Boost and SSE PAYGO brands.

You’ll work across our onshore and offshore operations and both within our PAYGO team and across the many functions that we’re dependent on.

What will I be doing?

You’ll be working across our PAYGO business and supporting functions to optimise customer experience, remove customer pain points and drive performance on experience measures including NPS and CSAT.

You’ll challenge the status quo across PAYGO, constantly testing why things happen as they do at present. In line with our simplification strategy, you’ll drive a shift of transactional contact to self serve and digital channels over time.

You’ll have the opportunity to build this function and it’s plans ground up and we’re putting two service analyst roles into your team, to ensure strategy is founded on insight and that we make data led decisions. 

You will be a champion for PAYGO customers, building deep customer understanding as to why customers need to contact us and where it’s a result of failure demand, working across functions to address this and remove unnecessary contact. Where customers do need to contact us, you’ll lead the optimisation of experience so that we’re there for customers with a genuine need, using the contact channel that’s best for them.

This is a critical role to ensure that we balance customer experience with operational efficiency to deliver positive P&L impact. You will report to the PAYGO Director and will have the remit to work across PAYGO and supporting functions.

You will have the freedom to identify the most material opportunities and to work across the PAYGO team and supporting functions to implement rapid change in an agile manner.

Your key accountabilities will include:

• Identify the most material service opportunities across PAYGO to optimise customer experience and cost, building a plan typical across  12 to 24 month outlook
• Prioritise opportunities, build and execute a programme of improvement across PAYGO and where required supporting functions
• Measure the benefit of change, demonstrating ongoing value, both in experience measures such as NPS and CSAT and value to our P&L. You will build and execute the NPS, CSAT and Trustpilot plans for PAYGO.
• Challenge the way that PAYG operates, exploiting opportunities for radical change through automation, digital and self-serve capability
• Building data led customer insight to ensure that decisions taken to optimise our PAYGO business can be evidenced through business cases
• Gather a market view of PAYGO products and service, to ensure that we have an external perspective
• Lead implementation and optimisation of speech and chat analytics across PAYGO
• In conjunction with PAYGO product owners, challenge PAYGO customer journeys to remove customer pain points and drive simplification (e.g. prioritise top processes to fix bases on specific customer insight)
• Work across OVO and tech to optimise customer touchpoints including telephony, web, app and chat (challenge / define customer led metrics and embed these into BAU)

Is this the job for me? 

• You’ll be a passionate customer advocate, cutting through complex processes and industry speak to constantly ask, what does this feel like for our customer ?
• You can demonstrate occasions where you’ve driven positive change for customers and a business and this can be seen in tangible results, whether customer measures, channel shift or business efficiencies
• You’ll be able to prioritise the top opportunities amidst many options and competing demands to get things done
• You’ll be accustomed to facing off to senior stakeholders, producing professional materials and presenting in a credible manner
• You’re creative and pragmatic, success in this role is improving experience with investment levels attuned to a low margin product, generating savings to self fund our investments
• You’ll be great at building relationships across teams, winning buy in for change and considering competing agendas
• You can design BAU KPI reporting, evolving this to stakeholder requirements, using other PAYGO functions to automate it where appropriate to minimise effort.
• You’re comfortable to ‘get things going’ where they don’t currently exist, or aren’t mature in an organisation
• You thrive in a fast paced environment, where change happens quickly and you can deal with ambiguity

From us you’ll get* 

• An annual discretionary bonus
• 4% of your salary to spend on flexible lifestyle benefits
• 5% matched employer contribution to your pension
• 25 days holiday + 1 for your birthday
• And many more... 

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

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!