Senior Customer Operations Manager

Location: Flexible

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 the world of OVO will I be working?

OVO Field Force is at the heart of bringing Britain’s energy system into the 21st Century. Field Force is integral to creating a smart energy system which will mean that Great Britain’s energy networks are run in a completely new way.  You’ll be a key member of the Field Force wider leadership team, deepening member engagement, transforming our operating model and providing a clear focus on operational excellence and organic growth.

What will I be doing?

As Senior Customer Operations Manager you’ll own the primary objective of driving the vision for consistency in member standards. The Senior Customer Operations Manager is accountable for balancing customer experience strategy with delivery, performance management and talent agendas, enabling excellence in the service we deliver to members, upholding a consumer-centric focus and mind-set of surpassing expectations. The Senior Customer Operations Manager oversees our cost effectiveness, customer outcomes, and the provision of customer experience that is required to demonstrate we’ve delivered our smart metering obligations in accordance with our licence obligations.

Key Responsibilities

• Develop, coach and inspire colleagues to fulfil their potential, while giving team members stretching opportunities, providing support and ensuring quality and operational excellence.
• Be the on-point leader bringing a customer focus to discussions across Field Force.
• Decide which metrics best serve our business and members; and then develop the CX strategy, governance (customer and conduct) and associated reporting.
• Ensure consistent standards are agreed across Field Force to enable any identified improvements or enhancements collaborating with squads, teams and leaders across OVO to drive the right business and customer outcomes.
• Drive understanding of our Conduct & Compliance obligations and results, making sure any opportunities are being maximised across Field Force.  Assessing our delivery against licence obligations, facilitating ways of driving consistent compliance and maintaining an appropriate and robust compliance framework that captures the efficacy that is appropriate in design and operation of a compliance culture in Field Force.
• Deliver and measure the impact of improvements highlighted within the customer experience/service strategy, ensuring processes are in place to gather, understand and take action in response to customer feedback through complaints, voice of the customer, social media and trust pilot reviews. 
• Develop and tell compelling, succinct, business relevant stories that are visually appealing and demand action.  Ensure all outputs have commercially driven, practically doable recommendations with a clear line of sight to expected outcomes.
• Ensure that we have a full end to end risk assessment model that feeds up into the Group Risks risk register. Work with Group Risk to identify our risk appetite in each of our core areas and produce a plan to operationalise the required controls and monitor risk profile.
• Lead member feedback and survey activity, ensuring insight leads to tangible actions, overseeing and monitoring business delivery plans.
• Lead the final stage of getting the balance right between quality, customer experience, regulatory compliance and other demands;  working closely with your Head of Customer Delivery to facilitate effective communication of plans, and raise any risks around delivery.  
• Support quality root-cause investigations and corrective/preventive actions across Field Force; be a champion of creating a quality culture as ‘the way we work around here’ –where quality and continuous improvement become a way of working.
• Working collaboratively you’ll lead the on-going development, implementation and monitoring of plans in relation to the quality, governance and customer experience agenda so that Field Force meets its goals and statutory obligations.

Do I have what it takes?

Essential skills and experience:

• A successful track record driving CSAT or Operational improvements, preferably in a field-based environment
• Demonstrable consumer-centric approach
• Able to evidence the using of the right leadership behaviours with confidence to get the very best from teams by providing clarity, feedback, coaching and development, while continuously seeking to enhance performance in line with business objectives.
• Can embody and inspire a positive, high-energy, results-oriented culture in their team.
• Flexible with the ability to and work under pressure.
• Proactive, strong-minded, quick thinker and assertive.
• Able to manage and motivate a team, recognize good talent, bringing out the best in each individual.
• A professional individual who is self-motivated and enthusiastic with strong empathy for customers and a passion for revenue and growth. 
• Excellent communicator, influencing skills and negotiation skills to get buy-in on ideas and concepts.

Ideally you will have…

• Experience of managing learning vendors alongside internal and/or client teams/stakeholders to drive target output/outcomes
• A proven track record of success in industrial relations, supplier relationship management, role-specific training &. development, customer experience or consistent delivery of high quality service to consumers in a field-based environment.

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!