Dispatch Team Manager

over 2 years ago
Full time role
Bristol, England, GB... more
Bristol, England, GB... more

Company

OVO Energy is an independent energy technology company and supplier. The company was launched in 2009. OVO Energy is set ...

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Job Description

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working? 

n Field Operations, part of OVO Retail, we are working hard to give every customer of OVO a smart metering system that will enable them to control their energy and make choices about how they become more energy efficient. We are also determined to look after customers who haven’t yet made the switch to smart and need us to resolve a problem with their heritage metering system.  Working within Field Operations, you’ll be part of a large team who are restless and passionate about creating a better future for all. We are always open to new things, and curious to create solutions that our customers will love. We are constantly learning to innovate the way we operate and set bold goals that deliver on our strategic priorities.

What will I be doing?

This is a high profile position that requires specialist skills in relationship management, balancing competing priorities and maintaining an accurate awareness of jobs in jeopardy that might drive customer inconvenience and those requiring a swift response to meet service level commitments.   If you can thrive and succeed in an environment that will require you to manage the conflicting demands and tensions of a busy field operation there is plenty of opportunity to make a difference.

Key Responsibilities

  • Accountable to the Senior Planning & Scheduling Manager for creating and developing our teams to be capable, motivated, resilient and engaged.  Leading and managing a team of operational staff.  Being a role model and highly visible leader; demonstrating OVO values and adapting communication and style to match the situation and people involved. Managing the performance of individuals and teams effectively and consistently in line with management expectations.
  • Monitor and review flow of work, allocation of jobs to engineers and other dispatch elements; tracking incidents, problems and changes – ensuring service levels are maintained, processes are followed, notes against a customers account are appropriate and any remedial action plans as required.
  • Formally review dispatch related performance indicators daily.  Arrange reviews that highlight successes, areas for improvement, remedial action required by engineers, Team Managers, Performance Improvement team or other areas within Field Operations and agree next steps.  Keep the Planning & Scheduling Manager updated on progress.
  • Deal with matters raised under escalation and customer complaints, working to solve customer challenges and eliminate all sources of delay to meet the timescales that customers have been promised, in line with business goals and targets. 
  • Primary interface with Team Managers, Regional Performance Managers and Performance Improvement teams to provide expert service assurance and a conduit for resolution of issues that undermine hitting defined targets.
  • Be proficient in interpreting and applying performance data to gain a reliable picture of individual and organisational performance and take timely action to address any performance concerns identified.
  • Responsible for producing and publishing information that will help Team Managers to identify opportunities to improve the performance of their team, including trend analysis of results and remedial activities.
  • Provide assurance of planning & scheduling processes to deal with the unexpected and test business continuity plans to minimise disruption should people, location, systems or processes become unavailable with little or no notice.
  • Lead and drive the negotiation/resolution of complex service management issues, expressions of dissatisfaction or complaints, reaching the best outcome possible. 
  • Lead service recovery and improvements on behalf of Planning & Scheduling when the interruption or failures occur in-day and need managing through to resolution.  
  • Maintain awareness of internal and external activities and events, ensuring timely impact assessments to inform planning and jeopardy processes. 
  • Effectively communicate with all stakeholders in the delivery of projects and services. 
  • To take reasonable care for your own health and safety and that of others who may be affected by the actions of planning & scheduling.

Is this the job for me? 

The ideal candidate is customer obsessed, highly organized, works effectively with internal and external stakeholders and has the ability to shift gears at a moment's notice. They enjoy the challenges of developing and improving processes in a dynamic organisation. They have exceptional written and verbal communication skills, superior attention to detail, and the ability to prioritise their own schedule is imperative.

  • 3+ years of leadership experience, in a similar field-based planning & scheduling environment.
  • Being flexible by demonstrating appropriate leadership styles and adapting communication to match the situation and audience;
  • Significant experience of leading teams, coaching and mentoring individuals to help them reach their potential. 
  • Demonstrates an ability to deliver desired customer outcomes that drive value to OVO. 
  • The ability to use data to inform decisions and take appropriate action;
  • Committed to high quality customer care and customer experience
  • Respectful to and able to promote equality in opportunity, employment, and service delivery
  • Committed to continuous professional development and personal growth
  • Able to ensure care of own health and wellbeing to promote improvements to physical and emotional wellbeing.

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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