People Advisor - Services (Fixed Term Contract)

Role type: Fixed Term until end of 2022

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?

As a People Adviser you will be working in the People Services team that sits within the People hub, providing a high quality service to our employees. You will be responsible for ensuring a customer focussed, inspirational, timely and accurate service is provided to our 7,000 colleagues across all areas of the business.

What will I be doing?

In this role, you’ll work closely with the People Services (Services) Manager and Senior People Adviser to deliver an engaging response to employee queries whilst constantly looking to evolve and improve the service and experience we provide. This role will have direct responsibility to manage the queue of enquiries we receive, ensuring that our response gives a great experience and constantly beats our service levels.

• You will provide a great experience for our colleagues across the business by responding to their questions
• You will look to really bring your own take and personality to the role and use this to achieve daily targets
• You really care how our colleagues feel and understand each question is treated as a priority
• Have a deep understanding of end to end people processes and continually look for ways to improve how we work
• Use Workday as our system of choice to support improving our colleagues experience
• Able to use Jira to manage your workload and ensure we deliver an exceptional colleague experience
• Work with the Senior People Services Advisor to resolve complex queries
• Work with other members of the People Team to support them answer colleague queries
• Maintain relevant content and policy documents to ensure accuracy
• Be the change agent to coach and upskill colleagues on how they can access the data and support they need
• Actively seek opportunities to drive process and/or content improvements
• Continuously share knowledge and best practices within the People Services team to improve team collaboration and service delivery as a team

Key Targets / Measures of success:

• Colleague satisfaction rate
• Achieving individual daily targets
• Achieving team weekly and monthly targets
• Queries answered better than service level
• Spotting trends in queries and providing training to educate the business and drive down queries in that area

Is this the job for me?

We want you to bring your personality to work. You will be a strong communicator who really cares about the experience you give colleagues. You will be someone who is able to build strong relationships easily whilst prioritising what’s important.

You will be system and data savvy and you have the ability to learn how to use Workday and Jira to help you do your job better (training will be provided). In your previous roles you will be able to evidence where you have delivered a high quality, customer oriented service to meet SLAs and KPIs. You will be a natural people person with the drive to help our people and share our ambition of delivering a world class employee experience.

Ideally you will:

• Be customer centric - put the customer at the heart of what they do
• Positive attitude and willingness to go above and beyond for our customers
• Competence in using People/HR Workday modules (or similar HRIS)
• Experience of using Jira (or similar) ticketing system
• A proven track record of delivering high quality, customer orientated, People services to meet required SLAs and KPIs
• Strong written and verbal communication skills and the ability to build working relationships with employees and colleagues
• Results focussed with the ability to manage competing priorities and multiple stakeholders
• Excellent problem solving skills
• Strong team player
• Proactive in achieving results and seeking improvements
• Attention to detail and an ability to work towards tight deadlines in a fast paced environment

Qualifications:

• Ideally a CIPD qualification/Bachelor’s degree in Human Resources (or practical experience which provides the equivalent level of HR understanding)

Life at OVO is pretty fast-paced so you’ll be comfortable working in a dynamic high growth business.You're confident working in a constantly evolving environment and are comfortable proposing, justifying, initiating and implementing change.

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!