Outbound Team Manager

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?

Working within the Sales and Retention team at SSE Energy Services, you’ll be responsible for leading our Outbound Sales teams in delivering exceptional value for our customers. Your team are a key touchpoint in our customers' journey and it will be your responsibility to ensure your team retain customers and offer them as much value as possible.

What will I be doing?

As a Team Leader in the Contact Centre, your role is to encourage performance in, arguably, the most important team here at SSE Energy Services. Your key focus will be leading your team in maintaining the dynamic, customer-centric sales culture that has driven our success to date.

Key responsibilities include:

•Training, developing and mentoring your team to reach their full potential in delivering an excellent sales experience as efficiently as possible.

•Ensuring interactions with customers are of the highest quality.•Using daily performance statistics to review and assess your team’s sales performance, quality and efficiency; ensuring actions for improvement are put in place when required

•Handling any customer concerns and resolving them in a timely manner•Continually highlighting and seeking to close any gaps in our delivery or processes to ensure an excellent customer and colleague experience.

•Applying performance and conduct management procedures when required to ensure underperformance is addressed and eradicated.

•Manage your team members in an encouraging manner in line with company HR policies

•Be a champion for change and lead the way in embedding new process and services

Is this the job for me?

Our customers are at the heart of everything we do. We’re looking for people who are able to build a good rapport with customers and colleagues and are willing to go above and beyond.

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!