Customer Care Operations Manager

  • OVO Energy
  • Bristol, United Kingdom
  • Sep 14, 2021

Job Description

Location: Bristol / flexible

We launched in 2009 with a mission to change energy for the better. Since then, we’ve welcomed over a million members, planted a million trees, and set our sights on helping save the planet.

As a Group, we’re working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time. 

Green energy and technology are great tools to fight the climate crisis with. But it’s people power that will rewrite history.  

So we’re building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it’s not just a job. It’s the work of a lifetime. And we want the sharpest minds to help. 

Up for the challenge?

Where in the world of OVO will I be working? 

Working as part of the Customer Service team at OVO Energy, you’ll be responsible for leading our Customer Care teams in delivering an award-winning service we can be proud of.

These teams are the first contact our customers have with OVO; it’s a fast-paced environment and it will be your responsibility to ensure your teams get our customers the help they need either by phone or email.

What will I be doing?

As an Operations Manager in the Contact Centre, your key focus will be to lead your team in maintaining the progressive, customer-centric culture that has driven our success to date. You will also play a key role in driving our vision and identifying innovative future-proof solutions for improving processes.

Leading Team Leaders and Agents, you’ll focus on delivering consistent performance through our customer-facing processes - including awareness of the entire customer journey beyond your own teams.

Key responsibilities include:

  • Driving performance and supporting your team to achieve their critical metrics by placing the right people in the right place, at the right time.
  • Developing your team members, identifying any areas where extra support is needed and ensuring continuous improvement. 
  • Developing future management capability and enabling your team to fulfill their potential.

We know we don’t always get it right, so you’ll work with other departments to identify ways to ensure processes are more efficient and improve team performance - all whilst creating a positive customer experience and supporting our Plan Zero mission.

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 to keep their team and our customers happy.

You’ll be forward-thinking, innovative and enjoy driving digital strategies.  We’re looking for somebody who is a big-picture thinker, a disruptor and able to push digital innovation within the team, so experience within a digital/technology focussed business would be a huge plus!

You will have:

  • Experience in leading people (at least a team of 50) within a lively customer-focussed environment; even better if you’ve got experience within a regulated industry!
  •  A clear understanding of contact centre metrics, how they impact the business and how to drive improvements in these areas.
  • The ability to influence across the organisation and demonstrate an effective, delivery-focussed approach.
  • Strong communication skills - you’re adaptable, clear and confident at speaking to a wide range of people across the business.

Ideally you’ll have experience with:

  • Managing a social and digital team
  • Omnichannel / contact centre transformation projects
  • An agile working environment
  • Large scale change and integration

Life at OVO can change every single day and your teams will have a range of targets they need to meet; so you’ll need to be comfortable in a fast-paced environment.

You’ll be reliable and keen to muck in with the rest of the team. Throw in lots of initiative, passion and a positive, solutions oriented approach and there’s a good chance you’ll thrive at OVO…

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!

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