Squad Coach

We’re making zero carbon happen

We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. 

We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

Do great green things with OVO Energy

So much has changed since we launched in 2009.  Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

Everyone belongs at OVO

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. 

We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.

Where in the world of OVO will I be working?

Our new Account Management model enables us to treat members as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve members’ queries as quickly as possible, with the best level of service, in an award winning working environment for our people.

Squadlife isn’t just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our colleagues need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line. 

We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver member value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future.

What will I be doing?

As a Squad Coach in our Account Management function, your role is to support your squads to achieve high performance, across a number of customer focused goals, whilst supporting the delivery of great commercial outcomes for the business. 

Working with multidisciplinary teams with a mix of different specialist skills, you will role model and teach the coaching skills required to encourage peer to peer support within squads, helping to serve our customers with outstanding service, as well as solve problems quickly and efficiently. 

Your day to day work will involve finding the coachable moments that encourage the squad to support each other,  as well as working independently with squad members to  identify and improve the hard skill knowledge gaps that helps to strengthen team performance. 

Working closely with Chapter Leads (responsible for process Improvement of key customer journeys within the operation), and your Squad & Tribe Leads, you will identify and agree the key priorities and objectives for each squad to focus on, in order to achieve their mission. This could be improving First Contact Resolution Rates, Upselling and Cross selling performance, or improving the account health / value of the dedicated customers they serve. 

There will be many KPIs to work with and balance, as squads will be responsible for most in-life customer experiences , so someone who can cut through data and enjoys working to targets is key.

As squads mature in their performance over time, the coach role will be required to work across multiple squads at once, where there will be continuous change, improvement and innovation happening. 

This is an exciting opportunity for the right individual, a squad coach will be continually reviewing capabilities in their squads to ensure their squad members are successful in learning and embedding changes and new skills, and most importantly seeing this through to the best possible outcomes.

Your role as squad coach will be the lifeblood in helping to foster a culture of continuous learning, whilst ensuring we keep balance and consistency of performance. You’ll need to be naturally curious; challenging the norm and always searching for new opportunities to be better to thrive in this role.

Key responsibilities include:

• Upskill squads in Agile Ways of Working (WoW) engaging across a wide range of stakeholders
• Interface with other Coaches & Leads to evolve agile best practice
• Oversee and support peer-to-peer support and coaching within the squads
• Conduct targeted individual coaching to improve performance 
• Organise and facilitate Squad and Tribe meetings as appropriate
• Facilitate Retrospectives, 1:1 sessions and workshops to continuously improve team dynamics and performance
• Support Squad Leads with facilitation of other squad meetings (e.g., Stand-Ups) as appropriate
• Utilise coaching expertise to develop & improve performance
• Work across multi disciplinary teams, in Agile environments of varying maturity

Is this the job for me?

Our members are at the heart of everything we do. We’re looking for people who thrive off solving others' problems and who are willing to go above and beyond to keep our customers happy and our people engaged. 

You should be an authentic and experienced coach, able to inspire others and quickly build trust. Able to analyse and solve problems using data to improve performance, knowledge, expertise. Testing and learning is actively encouraged, so being comfortable with trying something new and sharing best practice in your coach community is important. You’ll also need to have the awareness, confidence and initiative to change direction to better achieve the operation’s goals

Working at OVO is fast-paced; there is a lot to learn, so it’s a huge plus if you’re a quick learner and able to retain a wealth of information.

Most importantly, you’ll share the values that have driven our achievements so far; 

Find A Better Way - Do you have a curious mindset, determined to find a better, simpler and more efficient way of doing things? Do you collaborate well with others to solve problems and come up with solutions? Can you balance pace with attention to detail and effectively prioritise tasks?

Do What’s Right - Do you actively listen to others, seeking to understand first and foremost? Are you courageous enough to challenge things when they don’t look or feel right? Are you comfortable facing into difficult conversations, giving and receiving constructive feedback?

Build Something Great - Will you continually challenge yourself and others to find innovative new ideas which contribute to OVO’s long-term vision. And most importantly, will you put OVO’s members at the centre of everything you do, achieving brilliant results every single time.

Brilliant benefits for a world-changing team

Our people are at the heart of Plan Zero. That’s why we offer plenty of green benefits and progressive policies to make you feel at home.

For starters, you’ll get 34 days of holiday (including bank holidays).

Then there’s Flex Pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!