Data Analyst (complaints)

Location: Perth/Cumbernauld ideally, but open to any of our offices 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!

Hello, we’re SSE Energy Services. We’re part of OVO Group, a family of brands on a mission to drive progress towards zero carbon living. 

We’re proud to supply energy to millions of homes in the UK. We even offer broadband, boiler and heating cover. Bringing life’s essentials to all corners of the country.

We’re here to keep the UK running, street by street, home by home. Doing our bit to make everyday life easier. Being here for people when they need us most. And making sure every home works brilliantly, no matter what it takes.

But bringing people exceptional service and clever ways to save money, isn’t easy. We need the brightest brains and the best kind of people to help us. 

Think you’ve got what it takes? Get in touch! 

Where in the world of OVO will I be working? 

You will be working as a member of the SSE Energy Services Complaints Reporting, Insight and Analysis Team. We are an integral, customer-focussed part of the OVO family and support the business by reporting and analysing complaint data and information. We ensure information is accurate and timely, in order to provide insight to the business, to support improvements to our customer experience. 

You will play a key role in obtaining, interpreting, analysing and presenting key complaints data for internal and external audiences. You’ll have a curious mind, a logical and organised approach, an appreciation of the need for accurate, timely and relevant complaint reporting, along with the ability to think creatively and present key information clearly and concisely.

What will I be doing?

Key responsibilities include:

• Analyse complaint information, derive insights, identify patterns and solve challenges with data
• Use analytical skills and techniques to review sophisticated data, prepare high quality analysis, and identify and highlight trends
• Prepare information and reports for internal and external audiences 
• Build and update data dashboards, graphs and visualisations
• Produce and track key performance indicators
• Monitor and audit complaint data quality
• Analyse large datasets, make valid observations and present these
• Carry out detailed complaint sampling 
• Identify root causes of complaints through data analysis and communicating findings where appropriate

Is this the job for me? 

Ideally you will have:

• A clear understanding of the gas and electricity industry
• An understanding of our regulatory reporting requirements
• Experience in a similar data or analytical role
• Excellent presentation and communication skills - able to articulate results clearly and concisely to senior stakeholders
• Strong numeracy skills and be an analytical and structured problem solver who can work with complex data sets, drive insights and clearly communicate findings
• Experience of working in a fast paced environment where prioritisation is required
• Flexibility with excellent organisational skills 
• An ability to manage workload and meet tight deadlines
• Strong Microsoft Excel skills and Google Suite experience
• Confidence to build and present meaningful data visualisations
• Excellent attention to detail and problem solving skills 
• An ability to engage productively with business managers and internal stakeholders

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!