Customer Care Team Leader

Ovo 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 within 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. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019!

Your team are the first contact our customers have with OVO and it will be your responsibility to ensure your team get our customers the help they need either by phone or email.

What will I be doing?

As a Team Leader in the Contact Centre, you’ll be driving performance in arguably the most important team here at OVO. We are growing our team and that means there’s a lot of work to be done, so there is a real opportunity for you to have an impact on the team.

Your key focus will be leading your team in delivering excellent customer service. This role sits at the front line of customer service delivery in the Contact Centre, where customers have the option to contact us by web-chat, email or phone.

Key responsibilities include:

• Training, developing and coaching Customer Service Agents to reach their full potential in delivering excellent customer service as efficiently as possible.
• Monitoring work completed by Customer Service Agents to ensure all communications to customers are of the highest quality.
• Reviewing the productivity of Customer Service Agents using daily performance statistics.
• Always be striving to improve our CSAT & NPS scores through coaching and leadership.
• Translating performance statistics into actions required for the ongoing improvement of productivity and quality.
• Solving escalated customer queries, ensuring satisfactory resolution.
• Continually highlighting and seeking to close any gaps in service delivery or processes which may be hindering the customer experience.

Is this the job for me? 

You’ll need to have a minimum of 12 months Team Leader experience. You will have a good understanding of what it’s like to work in a contact centre and the kind of pressure your team will face.

It would be brilliant if you have worked in the energy industry previously but it is not essential. You’ll need to be passionate about customer service and be able to put yourself in our customer’s shoes and do what is right for them.

We also would like you to be flexible, reliable and keen to muck in with the rest of the team. We’ll give you all the training you need, as well as ongoing development and support.

Our contact centre is open from 8am - 6:15pm Monday-Friday and on weekends from 9am - 2pm so working hours are based on these times.

OVO believes in fuelling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo: we want to be the good guys, find a way, and build something great. We embrace simplicity, transparency, and treating people and our planet fairly. We understand that attracting and keeping the best talent is key to our bright future, so our people will always share in our success. Our benefits are pretty nice too.

From us you’ll get* 

• A competitive salary
• Discretionary performance based 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
• Flexible working hours
• 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!