Support Manager - Customer Care

The OVO Group’s mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. 

The climate crisis is humanity's greatest challenge and the OVO Group organisations are all working together to lower our collective carbon emissions to zero. Would you be interested in joining us to help achieve this?

Where in the world of OVO will I be working?

You'll be working in the Customer Care Tech team, providing support to contact centre users as we expand and upgrade our platforms. This is an exciting opportunity to shape the support model for an award winning contact centre, powering OVO’s mission to be the world’s favourite energy company. The team provides 1st and 2nd line support, triages incoming incidents and services requests, manages supplier relationships and is accountable for reliability and service KPIs to Customer Care.

What will I be doing?

The Support Team Manager will be driving the performance and development of the team, as well as managing relationships with stakeholders and third party suppliers. You’ll supervise the lifecycle of incidents, service requests and changes to ensure SLAs and KPIs are achieved - sometimes you will be hands-on, assisting with high priority technical work.

Key responsibilities include:

• Provide 1st and 2nd line support, ticket triage and own the relationship with our customers
• Manage supplier relationships and performance, holding regular service reviews to ensure agreed service levels are being met and continual service improvement practices are implemented 
• Ensure contact centre users and services are adhering to OVO security policies and protecting our customers’ data, including the GDPR
• Coordinating Major incident response, escalated tickets and long term problem management
• Maintain operational Service Levels ensuring response and resolution times meet Service Standards agreed with stakeholders
• Oversee operational processes such as joiners, movers & leavers, and be accountable for licence usage and access management 
• Frequent review of performance, process health and regular trend analysis to identify areas for improvement
• Building weekly shift schedules to ensure appropriate levels of cover
• Regular stakeholder management
• Administering and supporting key contact centre applications
• Configuring and continually enhancing the service desk application
• Liaising with Product teams, submit feature requests, bug fixes and influence backlog prioritisation. Assist in coordinating releases and post-release support
• Proactive monitoring and alerting of key systems
• Managing out of hours support services
• Coaching and development of our Support Specialists to ensure they’re reaching their full potential and honing their technical competencies 
• Overseeing work completed by the team to ensure our user base continues to receive the best service by encouraging best practices and providing regular feedback

Is this the job for me?

• Experience of leading a support team and configuring service desk applications
• Knowledge of ITIL processes and service desk workflows
• Experience of leading a team and coaching to drive performance
• Confidence in navigating a team through change and challenges
• Excellent communication both verbal and written 
• The ability to work in a dynamic environment and to prioritise and switch focus depending on the needs of the business and your team
• Excellent configuration/troubleshooting, analytical and diagnostic skills
• The ability to time manage and prioritise workload effectively
• Experience with Genesys Cloud or other contact centre platforms
• Experience with Salesforce Service Cloud or other CRM-like applications
• Experience with IP Telephony/VOIP services

What we offer:

• An annual discretionary bonus
• 4% of your salary to spend on flexible lifestyle benefits (we’ll chip in an extra 4% of your basic salary towards tech for your home, cycle scheme, health plan, workplace ISA, pension top up and much more)
• 5% matched employer contribution to your pension
• 25 days holiday + 1 for your birthday
• Flexible working hours + home working
• And many more... 

OVO believes in fueling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo.

Diverse teams are the best teams

We’re keen to meet people with varied backgrounds: the more inclusive we are the better our work will be. We want to build a team which represents a variety of backgrounds, perspectives, and skills, and we decide employment on the basis of merit and potential.

We understand some people may not apply to 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.