Role OVO-View

Location: Hub based! Bristol, London or Glasgow

Team: Salesforce Administration Team

Salary banding:  £50,000 - £60,000

Experience: Mid-level Expert

Working pattern:Full-Time

Reporting to: John Stanwell, Operational Readiness and Change Manager

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

This role in 3 words: Connector, Collaborator, Challenger

Top 3 qualities for this role: Curious, Organiser, Improver

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

This role is for you if you want to come in and make your mark in a new function driving improvements with the way the business uses all of the capabilities within salesforce platform and where it is integrated to other solutions

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 abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking 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:

You’ll be part of a new team bringing in structure and expertise to the way salesforce is used , changes are delivered and ensuring we get the best out of our investments for customers and our people

This role in a nutshell:

As Team Manager you will report to the Head of Operational Readiness and Change and be responsible for the team managing the administration of Salesforce Service Cloud. This solution is integrated to the contact center routing logic and the role will include managing a team of analysts that ensure Salesforce processes and workflows operate as designed.  Your team will be involved in identifying improvement opportunities and ensuring that the current solution operates effectively.  The team will be a mixture of both in-house and outsourced people.

Your role will be to further develop these integrations to deliver greater efficiency and colleague engagement through simplification and automation.

The role will require an understanding of integration to Genesys contact systems and to other tools (Kafka). You'll bring a structure that enables fault monitoring and testing for all systems and changes across the Operational Readiness and Change department.  You'll be adept at working in a matrix way across business and technical teams.

Your key outcomes will be:

• Acts as a talent multiplier by ensuring a culture of continuous learning and development allowing people to be curious, ask questions and work in a psychologically safe environment
• Investigates operational needs, resolves problems and contributes to a continual improvement culture. 
• Accountable for your own and team's performance, ensuring performance improvement plans are implemented, objectives set in a timely manner and reviewed.    
• Build relationships with senior team members and is able to challenge where appropriate
• To collaborate closely with key internal customers and departments including but not exclusive to Planning Team,  Operational areas, Coaching, Quality Assurance, Customer Experience, Product Team and Learning and Development areas
• Deliver efficiencies into the business through product enhancements and configuration changes

Systems: Salesforce (all components), Genesys and middleware integrations 

You’ll be successful in this role at OVO if you…

• Have multiple years of administrator experience in the Salesforce ecosystem
• Have an analytical mind to understand requirements and to design and build solutions that meet our users’ needs  a particular focus on user experience in a lively contact centre environment
• Have a curious mind and confidence to challenge the status quo, experiment and try new things
• Are strong at problem solving and troubleshooting skills
• Have previous experience of leading within a contact systems or IT environment
• Are able to visualize sophisticated data for a senior director level audience
• Have a strong work ethic with a high degree of energy, drive and passion
• Can work with minimal direction in a fast-moving environment
• Are highly personable, with the ability to effectively manage difficult situations
• Are inquisitive and ambitious, always looking to improve performance

Let’s talk about what’s in it for you

We’ll pay you between £50,000 and £60,000, depending on your specific skills and experience. If your expectations are a little different, just let us know!

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 £300 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..