Digital Services Operations Manager

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? 

You’ll be managing the Digital Services Team at OVO Energy where our key focus is to place the customer at the heart of everything we do. At OVO, we are committed to supporting more of our customers in the digital world

The Digital Services teams are often 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 through our digital channels.

We were also recently awarded Silver in the Best Place to Work (Great Large Employer category) at the European Contact Centre and Customer Service Awards!

What will I be doing?

As a Digital Services  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 and creating key contacts in the Digital Services world.

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:

• Develop creative and engaging social media strategies
• Manage the day-to-day handling of all social media channels such as Facebook, Twitter and Trustpilot, our review platform
• Create engaging multimedia content across multiple platforms
• Form key relationships with influencers across the social media platforms
• Manage and facilitate social media communities 
• Monitor, track, analyse and report on performance on social media platforms
• Research and evaluate the latest trends and techniques in order to find new and better ways of measuring social media activity
• Analyse competitor activity
• Recommend improvements to increase performance
• Set targets to increase brand awareness and increase customer engagement
• Manage, motivate and coach your team to fulfill their potential
• Encourage collaboration across teams and departments
• Monitor, track and report on feedback received through the forums
• Liaise with other departments to stay updated on new marketing initiatives, product and service developments, and to ensure brand consistency
• Business partner with brand and corporate social teams
• Drive promotion of the forum and help centre through proactive initiatives, resulting in greater deflection of contact from telephony/email
• Support self serve initiatives across Customer Service
• Work with the brand and social teams to promote OVO digital self serve services
• create a positive customer experience and support 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 20) within a digitally customer-focussed environment; even better if you’ve got experience within a regulated industry!
• You're passionate about Social Media and Customer Service, and pride yourself on your ability to get things right for our customers.
•  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:

• Proven experience of managing a social and digital team
• 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!