Complaints Reporting & Forecasting Operations Manager

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 reporting to the Complaints Excellence Senior Manager and will be responsible for building a centre of excellence for complaints handling ensuring OVO is delivering a best in class end to end handling of escalated complaint management, turning negative experiences into positive customer outcomes to restore customers trust in OVO.

What will I be doing?

As Complaints Reporting and Forecasting Operations Manager you will lead on building and industrialising regular complaints data and trend reporting for complaints management performance activity. You will also be coordinating and supporting insights for all business reporting relating to complaints.  

Key responsibilities include:

• Produce and quality check complaints data reported internally and externally (third parties)
• Supporting the complaints leadership team with data and insight to understand complaints performance; past, present and future
• Identifying opportunities to improve complaint handling processes supporting efficiency and effective workstack management 
• Producing meaningful and measurable data on complaints handling and efficiency to the wider Complaints Leadership team
• Coordinate inputs and produce the complaints reporting for business stakeholder groups
• Identifying trends in complaints issues and able to explain key movements 
• Responsible for working with F&P teams to establish incoming complaints volumes and resourcing requirements
• Lead on creating and maintaining resource schedules to ensure the complaints department has sufficient resourcing to cover demand
• Manage a small team of analysts providing coaching, support and development
• Provide complaints management team with effective performance measurement tools

Is this the job for me?

With previous experience of working in an operational role, ideally in complaints you will have the expertise to know what good looks like and the capability to drive a team towards delivery

Ideally you will:

• Have a natural problem solving approach with an eye for detail that creates robust solutions and end to end delivery
• Have strong numerical and analytical skills which allow you to understand data sets and take logical actions stemming from your analysis
• Intermediate level of working experience using google sheets and wider tools for forecasting & planning 
• Experience of leading and developing a specialist team
• Be a self motivated, proactive and dynamic individual with a talent for communicating at all levels and an eye for detail

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!