Speech Specialist (12 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?

You’ll be joining the Speech and Text Analytics team within the Customer Experience department. Utilising your expert Customer Service knowledge, you’ll be responsible for measuring and identifying opportunities to improve the customer experience at Boost using Speech Analytics software (full training provided).

Want to know more?

As one of the Speech Specialists, you’ll join OVO’s Customer Experience Team and will support Boost to deploy Speech Analytics for the first time. Utilising the new Speech Analytics capabilities, you will be responsible for identifying opportunities to improve efficiency, quality, call outcomes, reduce risk and improve the customer experience for advisors and customers.

Your methodical mindset will enable you to automate call categorisation using the language on call transcripts. You’ll then collate feedback, recognise trends and generate insight for the business. 

With full training provided you’ll become an expert in a new role in the growing field of Speech Analytics. It’s a highly varied role which means you’ll be constantly learning, and a great opportunity for your personal development. You’ll also have the unique opportunity to help the business get closer to the customer and facilitate improvements.

What will I be doing?

• Tracking regular trends of customer contact, best practice, potential problems and areas for improvement
• Listening to customer calls as part of deep dives to hear the voice of the customer and identify improvement opportunities
• Completion of agreed deep dives, analysing results, reporting actionable insight and tracking benefits
• Engaging key stakeholders through presentations and story telling to educate on improvement opportunities, building buy-in for change
• Providing feedback on processes, systems, products, quality and training 
• Learning new skills and processes, broadening your knowledge and growing your skills as an analyst
• Production and standardisation of regular reporting to support key business areas
• Ensuring appropriate governance over system access and maintenance of relevant topics, introducing and refining topics in line with business change

Is this the job for me?

• An in depth understanding of Customer Service in the Energy industry or previous Speech Analytics experience

• Knowledge of PAYG Energy or Boost processes preferable

• A strong customer focus or previous project experience

• University degree or analytical, data, change or project experience is preferable

You will also need:

• A passion for making improvements for our customers
• Demonstrable analytical and data handling skills (Google sheets, Excel, SQL or similar)
• To enjoy getting stuck into complex tasks and solving problems
• A proactive nature with strong personal management skills
• Engaging stakeholder management skills, including reporting and delivering presentations
• Comfort in providing feedback, ensuring that we learn as a team and improve the customer experience
• A resilient nature and desire for a challenge
• The ability to learn, implement and refine processes and capabilities quickly
• A desire to push your own personal development
• Proven competence and consistency of great performance in your existing role

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!