Assurance & Customer Service Co-Ordinator (9 month FTC)

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?

This role sits in the assurance team within OVO Energy Solutions, where we install energy efficiency measures in domestic properties through commercial contracts secured with social housing providers. 

 These contracts cover the installation of external wall insulation, central heating systems and renewable energy solutions alongside associated works.

What will I be doing?

Key responsibilities include:

• Quality Monitoring - Monitor adherence to procedures through regular checks on business practices. Support the business in maintaining records relating to risk and change management
• Document Management - Maintain a document register to control the suite of documentation for the business and support the business in creation and review of processes.
• Quality Management System Support - Support the business in maintaining the Quality Management System and external certifications to a high standard.
• Customer Service - Maintain contact with customers who make contact with OVO Energy Solutions and its contractors via methods preferred by the customer e.g. email, telephone or face to face to ensure satisfactory resolution of enquiries
• Complaint Handling - Handle customer complaints to a high standard, providing satisfactory resolution within the expected timescales.
• Record and maintain a register of customer contact/complaints to ensure full and accurate records are in place at all times.
• Provide reporting and carry out data analysis on customer contact in order to support discussions with Third Parties and provide continuous improvement for the business resulting in improved customer service, reduction in complaints, reduced escalation and improved third party performances.
• Maintain communication with all stakeholders to ensure consistency and clear understanding of the requirements for customer contacts ensuring any internal/external changes are fully considered and communicated.
• Assurance Support - Support the assurance team with progressing project activities as and when required

Is this the job for me?

Ideally you will have:

• Experience and knowledge in trend analysis and continuous improvement.
• High standard of skills and experience in effective problem solving.
• Experience of building strong networks and managing third party relationships.
• Experience in contact with customers and liaison with third parties
• Experience in dealing with complaints 
• Experience and knowledge in trend analysis and continuous improvement.
• High standard of skills and experience in effective problem solving.
• Experience of building strong networks and managing third party relationships.
• Experience in completing quality checks/audits
• Strong IT skills specifically in spreadsheets with ability to create reporting and conduct trend analysis.
• Good understanding of regulatory/legal requirements relating to the installation of energy efficiency measures and associated funding mechanisms.
• Desirable but not essential - Technical expertise of the installation of energy efficiency measures, particularly External Wall Insulation, Cavity Wall Insulation, Underfloor Insulation, Boilers, and Heating Controls & renewables.
• Strong communication and presentation skills
• Ability to work well on own initiative
• Ability to work well as part of team
• Attention to detail
• Problem Solving
• Analysis and Continuous Improvement
• Self-motivated and assertive
• Desirable but not essential - Knowledge and understanding of the installation of energy efficiency measures and associated regulatory and legal requirements, particularly the Energy Company Obligation and PAS 2030.

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!