Role OVO-View

Location: Bristol, Glasgow or London. On occasion you may need to visit other sites used by partners that we work with in the UK and overseas.

Team: Fulfil Pod

Salary banding:  £64k to £84k

Experience: Experienced

Working pattern: Full-Time

Reporting to: Head of Fulfil Pod

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Opportunity, rewarding, vital

Top 3 qualities for this role: Balanced, Determined, Collaborative

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Team Working for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

We’re hiring world-changers. From Zero Carbon Living Advisors to Product Managers, every role we’re hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

Single point of contact for Ofgem and DESNZ, ensuring we have a single consistent voice across Fulfilment working cross functionally to ensure we are compliant against our standard licence conditions and regulatory obligations. 

Has depth of understanding of our supply licence conditions and be able to simplify articulate risk and opportunity, to senior stakeholders and work hand in hand with delivery teams to own and maintain improvement plans. 

To be able to simplify complexity, and have an engaging narrative with succinctness. 

Be able to bring people together internally across common goals and then, understand and lead the transformation. You will lead the lead on the assurance and transformation, work with the teams to deliver the strategic transformation to ensure we hit the regulatory outcomes we want. 

To be able to rally a cross functional team to manage RFIs, leverage their detailed retail energy obligations understanding to provide support to teams across OVO, including product, leads, regulation & public policy, energy compliance, finance.

Fulfilment is fundamental to the OVO Energy business. Simply put, it underpins everything we do, from ensuring customers have continuity of supply, to ensuring we are able to bill correctly and being the face of OVO when we are in customers' homes.

The Fulfilment Pod operates across our enterprise to support our 4m customers, all the way from booking an appointment to the point where they have a working asset in their home. The Fulfilment Pod looks across routine smart meter exchanges, when something has gone wrong and an engineer maintenance visit is needed, or when we need to restore supply in an emergency situation. 

Your key outputs will be:

• Shape and agree our strategy to reduce and control customer and reputational risk across all customer fulfilment touchpoints
• Ensure that OVO is compliant with all relevant fulfilment and metering regulation and commitments that we have signed up to
• Clear evidential frameworks in place, balancing risk and business effort 
• Appropriate governance in place, to hold all relevant functions to account for performance to policy
• Alignment with broader business risk mechanisms and teams

Within your first 6 months month you’ll:

• Develop deep subject matter expertise in all licence, industry, legal and voluntary commitment relevant to Customer Fulfilment 
• Lead and coordinate on responses in preparation for bi-lateral and ad-hoc engagement with Ofgem and DESNZ 
• Assess our current performance against these commitments and work with delivery to put into place immediate remedial actions 
• Evaluate current regulatory frameworks and future government policy to prioritise business wide change to further improve predictable outcomes for customers and business performance
• Work with the broader Customer Fulfilment team and cross functions to develop and maintain policies and standards that express our interpretation of all commitments, ensuring that these are relevant and available at all times
• With support from contributors, ensure appropriate and timely responses to regulatory actions, issues and feedback.
• Agree a clear framework across OVO to show who is responsible for fulfilling relevant commitments
• Work with owners across the end to end to provide rolled up view and insight on assurance mechanisms, to provide robust evidence that working practice is in line with commitments, or corrective action will be taken and tracked for effectiveness
• Coordinating and leading regulatory interaction for the Customer Fulfilment, including bi-laterals, RFI responses and if required to response to investigations in liaison and partnership with regulatory, compliance and legal teams 
• Identify the potential impact of any regulatory proposals including understanding and reacting to different industry opinions/viewpoints, influencing regulatory policy to support our business aims, and being clear how OVO can gain maximum benefit from regulatory changes.
• Support with capture and report on high level risks across the Customer Fulfilment and report into existing business processes inc Hyperproof and risk committee

You’ll be a successful Policy, Standards and Assurance Senior Manager here at OVO if you…

• Have extensive experience at setting out policy and standards frameworks and embedding these into an organisation at scale
• Can point to relevant experience in the retail energy supply industry, preferably with metering knowledge.
• Have experience of dealing with regulatory and consumer bodies, including managing through regulatory enquiries 
• Are inquisitive and happy to both deep dive into a subject, but can also see the big picture opportunities
• Like the opportunity to shape the current approach to deliver an even better result over coming months
• Enjoy  working to deadlines, with the ability to work independently and as a member of a team, effectively prioritising and managing expectations across multiple workstreams.
• Love to collaborate and influence across multiple functions and stakeholders, you can lead without direct control
• Can demonstrate your brilliant communication skills, e.g. report writing, identifying key information and themes from multiple sources, framing your evidence to help people understand and connect to your message or bring research to life.  
• Can easily adapt your style to engage and effectively influence different types of stakeholders

You won’t like this role if you…

• You prefer to work in isolation, or leave others to do the collaboration
• You like clearly defined boundaries, a well established rule set to operate within
• Don’t like change and prefer a fixed roadmap, rather than prioritisation and agility
• Need to know who does everything on day 1, some of this role will be filling in the gaps and finding ways to get things done in an agile organisation
• Are used to ‘box ticking’ assurance, this is about genuine customer safeguarding and customers experience across Fulfilment. 

Elevator pitch

In the words of the team, you should leave your current role for this one because….

“This is a huge opportunity to make a difference to 4m customers, to continue our work to be an exemplar in ensuring excellence in customer outcomes across our fulfilment end to end journey”

Let’s talk about what’s in it for you

We’ll pay you between £64k and £84k, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and 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 starters, you’ll get 34 days of holiday (including bank holidays). For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith 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 donationsFor your home  Get up to £400 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargersFor 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.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

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!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..