Connection Coordinator (12 month FTC)

This role is a 12-month Fixed-Term Contract

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?

You will be working in OVO’s Customer Care team; the team responsible for maintaining the dynamic, customer centric culture that has built our reputation to date.

You'll be fundamental in driving engagement and new initiatives within these teams, who are responsible for delivering an award-winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019.

Whilst this role sits within our OVO Energy Customer Care team, it will work closely with SSE teammates to ensure all our teams are looked after in the same way.

What will I be doing?

Working within the Care function, with close alignment to the central Comms and Engagement team, you’ll be driving engagement within the Customer Care teams and supporting the leadership team with any new Care initiatives; ensuring our team is a phenomenal place to work! You’ll help craft and implement a wide range of people initiatives, keeping our people connected, engaged and placing recognition at the heart of our culture.

This is a great opportunity that supports delivery of our aim of being the leading place to work by 2030. We are on an amazing journey, and you will play a pivotal part in crafting our culture plans to reignite our relentless focus on our people and customers.

This role is essential in building a diverse, positive and exciting environment that attracts and retains hardworking people who feel valued and invested in their work. You’ll be responsible for, planning and launching local engagement activities within Customer Services that compliment the central comms and engagement strategy.

Working with our central comms and engagement team you will take the insights from our people engagement survey each quarter, reviewing results, producing key information across all areas of Customer Care and working with the Care People Operations Manager to coordinate action plan delivery. You'll play a key role in understanding how our people feel at work, what motivates them and will work to facilitate the planning and implementation of action plans to improve our ENPS scores.

Key responsibilities include:

• This is a key coordinator role across the Care teams.
• You will work closely with the central comms and engagement team to design the most engaging forms of communication for our people and will lead on implementation of these initiatives.
• Work with our Care team to build/create content that drives engagement that is consistent, clear and on brand (where applicable)
• Support the successful utilisation of our  internal reward and recognition systems
• Review,  improve and maintain our recognition systems.
• Ownership of  all purchasing activity for all Customer Services people engagement ; including liaison with Finance, raising purchase orders and ensuring we stick within our budget
• Working with the People Operations Manager for Care, support onboarding and offboarding activities including meeting with new starters, celebration of probation passes, leaver emails, exit interviews and trend reporting.
• Identify new opportunities that will drive engagement across the department
• Representing our company in external relationships with partners such as the CCMA (Contact Centre Management Association), finding opportunities to share best practice and learning across the Contact Centre & Customer Service Industry.

The role will be 37.5 hours per week - this includes full flexibility around weekends, early mornings and late evenings where required to support business activity on socials, incentives and employee engagement. Your main office location will be Bristol; but we also adopt our Ovo Way of working, which enables flexibility in when and where you work.

Is this the job for me?

Our key focus is to place the customer at the heart of everything we do, and we want you to help do that with our employees.

You’ll be a people person, a natural collaborator and strong communicator who is confident and influential across all levels within the Customer Care team and beyond. You’ll need to be comfortable engaging with senior leaders across the business and getting feedback where required.

You’re a self-starter who enjoys thinking creatively and leading on new initiatives, finding exciting ways to engage our Customer Service teams.

Ideally you will have:

• Excellent organisation and prioritisation skills
• The ability to engage with team mates at all levels and across brands
• The ability to think creatively and deliver innovative solutions
• Full proficiency in Google sheets, docs, slides
• Design skills for crafting content are a plus!

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!