Role OVO-View

Team: ZCL 

Salary banding: £30,720 - £35,000

Experience: Mid-level

Working pattern: Full-Time

Reporting to: Neil Smith - Head of Central Services 

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

This role in 3 words: Engaging. Ownership. Decision-maker.

Top 3 qualities for this role: Detailed. Analytic. Conscientious.

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

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.

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. However, to drive progress towards net zero carbon living and reach our goals, we need everyone to come together, not just  as customers buying energy but as members with a common vision. 

Zero Carbon Living (ZCL) is at the heart of OVOs commitment to support our customers along their own decarbonising journey and this team, the Energy Experts, is a key enabler of making that vision a reality. We can gather intelligence on where that customer is on their journey and understand their intent, warming the customer up to convert.

Our Energy Experts allow us unprecedented access to our customers’ homes and we can make our customers’ lives easier by giving them tailored advice and helping them save money. By creating detailed profiles of our customers’ homes, we can also design intelligent phased marketing campaigns to help them decarbonise their homes. We really do make a positive difference..

This role in a nutshell:

At OVO , we’re on a mission to make our members' homes more energy efficient. The more energy efficient the home, the less heat will escape, and the less energy the home will need to use. That will result in our members saving money and cutting carbon but every home is different so we’ve launched the OVO Energy Experts service. 

This service gives our customers the chance to request a home visit from one of our experts, who will give energy saving advice tailored to the customers home. As Project Support Coordinator, you'll help to provide a first-class service to customers who have chosen to book a survey appointment with us. 

You’ll be responsible for managing all aspects of administration for this service and will work closely with our Senior Domestic Energy Assessors (DEA) to help create an optimised daily schedule for our surveyors, as well as managing exceptions, short notice requests and failed to allocate appointments. You'll also participate and contribute to all continuous improvement activities designed to make the Energy Expert service more productive, efficient and effective. 

Finally, you will be the teams ‘subject matter expert’ and key contact for Kantan, and work closely with all relevant stakeholders to deliver the best service we can with the resources available.

Your key outcomes will be:

• Alongside the Senior DEA you will help manage the outputs of your team to ensure its deliverables are achieved, and work schedules/surveyor workloads are consistently achieving our forecasted outcomes 
• Liaison with  internal colleagues and the wider Product Teams to encourage innovative thinking & creativity relating to; quality, customer experience, productivity & efficiency
• To actively participate in team meetings, workshops, focus or working groups, suggesting where appropriate any changes to existing working practices to promote better customer experiences and more consistent levels of efficiency and utilisation
• Monitor daily utilisation performance and undertake analysis of output vs OKR targets to continually optimise schedules and drive output improvements 
• Highlight exceptions or under performance to the Senior DEA to help ensure our surveyors are adhering to the processes and expected levels of performance 
• Monitor the Webfleet tracking system (weekly) and liaise with the Senior DEAs to help our assessors to optimise route planning for increased efficiency and productivity. Provide visibility and any important insights to help improve driver performance and profit­ab­ility
• Commit to developing strong professional relationships with your management colleagues in order to maximise results achieved by each surveyor and across all teams/areas. 
• Provide a single point of contact for Kantan and advice to operational teams relating to planning & scheduling, including identifying capacity shortfalls or surpluses that might require adjustments. 
• Liaise with the Senior DEAs to process requests for absence, time allocations for unavailability and starter/leavers. Updating the system accurately.
• Where required, communicate effectively and professionally with customers/members via phone or email
• Help deliver a best in class service which will be measured through Customer Satisfaction Scores and high and consistent delivery of utilisation targets. 
• React positively and professionally in relation to any coaching and feedback and actively support the continuous improvement of systems, processes, and people.

You’ll be a successful Project Support Coordinator at OVO if you…

• Are comfortable managing and prioritising your own workload - you’ve got outstanding organisational and time management skills!
• Microsoft Excel skills and strong Google Suite experience
• Strong customer focus and a passion for improving energy security, reducing energy costs and helping our members to become more energy efficient
• Industry knowledge or the ability to learn the energy efficiency markets
•  The ideal candidate is customer obsessed, highly organised, works effectively with internal and external stakeholders and has the ability to shift gears at a moment's notice. 
• A solutions orientated individual who enjoys the challenges of developing and improving processes in a dynamic organisation
• Has previous experience in a coordination role and enjoys planning, scheduling or similar fast-paced environments
• Demonstrable experience of problem solving, applying solutions to mitigate customer inconvenience and understand the importance of achieving our key performance indicators

You won’t like this role if you…

Don't enjoy adapting to the unexpected and being a pivotal cog in the delivery of a brand new service. Being a young business area means processors and procedures are being developed all the time so the role holder needs to be able to contribute to their creation and thrive in this type of emerging business.

Let’s talk about what’s in it for you

We’ll pay you between  £30,720 and £35,000 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 £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..