Location: Bristol / flexible (can work from home)
FTC 6 - 12 months
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 part of the wider operations team delivering a brilliant customer experience and ensuring an efficient operating model. You’ll also be part of the Leadership team with an important role of bringing the voice of the customer to the table in all discussions.
What will I be doing?
Delivering exceptional customer service through mixed teams of remote and nationally based Advisors, led by our amazing Customer Care and Second Line Team Leaders.
Working in close partnership with another Senior Manager within Customer Care, this role will involve more ownership in supporting our Second Line function, as we grow our existing operation, in order to migrate 500K customers from SSE to Ovo by the end of 2021, and several hundred thousand customers monthly onwards from early 2022.
This role will be essential to ensuring our customer’s experience through the migration and into the Ovo customer lifecycle is a positive one. Our Second Line teams are on hand to support our front line teams and customers with more complex and technical problem solving required. As we grow, we will be upskilling, training and supporting our teams to best handle these problems. This will be an ambitious role, bringing together teams internally, acquiring externally and ensuring business readiness plans to grow whilst maintaining performance standards.
In parallel, there will be a requirement to continue to evolve the efficiency and continuous improvement of the function’s internal processes and ways of working to better serve our customers end to end, and improve key operational service metrics such as internal wait times and ticket backlogs. This will require ownership and successful delivery of key strategic projects, representing Second Line whilst linking in to wider strategic initiatives across multiple migration and integration plans for Customer Services.
As we develop our strategic plans towards a new operating model, this role will be critical in ensuring close collaborative working with the Senior Operations Manager in front line, and whilst priorities will be focused on Second Line initially, there will be a requirement to align on general leadership of the Operations Management Team day to day, representing Customer Care with wider partners across internal teams, and delivering on operational performance.
Key responsibilities include:
Is this the job for me?
Ideally you will have experience which includes:
From us you’ll get*
(*) 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.