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.
What will I be doing?
You will lead the service and operations functions for all PAYGO customers, including Boost and SSE PAYGO. This combines onshore service teams (c.230 FTE) and offshore providers with c.400FTE dealing with around 3 million customer enquiries per annum and operating critical back office processes.
You will provide ongoing operational leadership to deliver the optimum balance of service and efficiency and will lead the functions through ongoing transformation to become more efficient.
PAYGO encompasses customers who are repaying a debt for their previous energy usage and you’ll ensure that we balance compliance with optimal recovery to ensure customers become debt free and collections bad debt targets are achieved. This year we have initiatives in place to deliver nearly £5m of bad debt benefit and you’ll ensure those with service and operational dependencies are executed effectively.
For all of our PAYGO customers, you’ll ensure that our operations are there when customers need us and that we’re operating in a stable and compliant manner.
Winter is a critical time for PAYGO customers and you’ll make sure that our operations are prepared, resource levels are appropriate and that we deliver stable and resilient service.
Your key accountabilities will include:
Is this the job for me?
From us you’ll get*
(*) 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.