Customer Service Manager - Customer Care

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?

You will be working within Customer Care to drive operational excellence into our Outsourced Service Providers and ensure that we deliver outstanding customer service through the execution and implementation of the operational strategy. 

You will be responsible for working with our Outsourced Service Providers. Working collaboratively with them to achieve key metrics on performance and service. You will ensure they are achieving pre-agreed KPIs, you will have a full understanding of trends and analysis of data and you will effectively manage and drive a culture of caring for customers, keeping it simple and getting it right the first time.  Initially you will be working to deliver the best possible new staff with the best attitude; behaviours; performance and mindset, as part of the onshoring of our GE function you will play a leading role in delivering best in class service as our partners ramp up their UK footprint.

What will I be doing?

Take a leading role in the UK Ramp for onshoring the GE function in the UK across our outsource partners (TP; Sitel and Huntswood). You will manage others within the project team; take a leading role for part of the deliverables for the project. This could include performance; support; logistics or knowledge.

The role involves building and developing relationships with operational leads across OSP partner sites and reacting quickly and proactively planning to ensure that we deliver to plan and to deliver key performance metrics.While the role initially involves working as part of the onshoring project this role will evolve into a standard CSM role as the onshoring project ramps down.

This will include driving operational performance metrics and dashboards for our on/off shore partners that will drive performance and support OVO/SSE’s ambition of being operationally excellent. With a deep understanding of the business and how a balanced scorecard drives performance, the CSM for GE Care will continuously monitor and improve the performance of our external partners.

• Deliver strategic and operationally critical projects such as running proof of concept models within small groups of agents. These projects will drive improved standards of performance and will provide a common framework for our OSPs to deliver for our customers
• Identify and implement transformation opportunities and work with supporting teams to deliver and implement, defining the opportunities to channel shift our customers from traditional telephony contact to digital and automated channels

Is this the job for me? 

To achieve success in this role you must be able to work with our Outsourced Service Providers to embed Ovo culture. A strong people manager, extremely focussed on delivering exceptional results and service, driving continuous improvement at all times. Working as part of a fast paced project environment to react and plan a number of activities Taking pride in customer outcomes and continually contributing to the success of the company. 

A do’er with strong tenacity, a collaborator will serve you well in order to achieve success when dealing with operational Directors, Head Of’s, and  a range of levels within our partners. 

You will set high performance standards, be able to motivate team members, have creative use of resources and will use a range of measurements to monitor, analyse and plan activities to achieve success in a sustainable way.

From us you’ll get* 

• 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!