This role is a 12 month fixed-term contract.

Role OVO-View

Team: Fulfillment

Salary banding:  £31,000 - £35,000

Experience: Mid-level

Working pattern:Full-Time

Reporting to: Simon Clarke - National Schedule Refinement & Dispatch Manager

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

This role in 3 words: Dynamic, Ownership, Ingenuity 

Top 3 qualities for this role: Communication. Organisation. Resilience

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

Joining our team offers a unique opportunity to contribute your skills and experience, fostering a collaborative environment where you can grow professionally while making a meaningful impact on the team's objectives.

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.

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:

In Field Services, we're building a supportive zero carbon community - bringing our members closer to green energy, technology and the guidance they need to make change happen.   You’ll be leading a team of Schedule Refinement & Dispatch Specialists, as part of a National Schedule Refinement & Dispatch function within Fulfillment.

This role in a nutshell:

You'll be responsible for the overall delivery of all end-to-end customer outcomes and high quality services, delivering to time, cost and quality for your region. You'll build and develop your team of dispatchers so they are empowered, engaged and motivated to set their own direction, agree objectives that align to the wider Field Services goals and resolve escalations quickly.  You'll need to manage the conflicting demands of a lively field operation; it's a real chance to make a difference.

Your key outcomes will be:

• Lead an operational team to be capable, motivated, resilient and engaged; you'll take a genuine interest in team morale, wellbeing and development goals.
• Become a role model and highly visible leader; you live the OVO values and are confident adapting your approach to the relevant audience.
• Ensure we have the right amount of Dispatch specialists available to deliver desired service, within budget, by planning and agreeing rosters.
• Onboard new team members, ensuring they have got the necessary training, equipment, access to tools & information and knowledge to make a positive difference.
• Review key performance metrics each day; identifying any highlights or areas for improvement and actioning with relevant people as needed.
• Support with any raised issues or customer complaints, working to solve their challenges and provide exceptional experience.
• Be the main point of contact when it comes to service assurance and a conduit for resolving issues which may affect hitting defined targets.
• Collaborate across the wider team on improving processes and implementing changes to make things better for our engineers and our customers. You'll then work to own and embed these changes.
• Ensure the Schedule Refinement & Dispatch processes are ready to deal with the unexpected, testing business continuity plans where needed to minimise disruption. This could be people becoming unavailable last minute or systems failing unexpectedly.
• Lead and drive the negotiation/resolution of complex service management issues, expressions of dissatisfaction or complaints, reaching the best outcome possible. 
• Maintain awareness of internal and external activities and events, ensuring timely impact assessments to inform planning and jeopardy processes.

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

• Are customer focused, highly organised and enjoy building strong relationships with others.
• Embrace change and are adaptable - you're able to shift gears at a moment's notice.
• Enjoy the challenge of developing and improving processes in a dynamic organisation.
• Have brilliant communication skills - both in person and on paper.
• Are detail-orientated and strong at prioritizing.
• Are comfortable adapting your communication and leadership styles to match the situation and audience;
• Have proven experience in investigation training and conducting event reviews and information gathering
• Are confident using data to inform decisions and take appropriate action;
• Are committed to high quality customer care and customer experience
• Are respectful to and able to promote equality in opportunity, employment, and service delivery
• Are committed to continuous professional development and personal growth

Let’s talk about what’s in it for you

We’ll pay you between £31,000 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..