Role OVO-View

Team: Customer Care

Location:  Glasgow - Hub Based 

Salary banding:  £33,000 - £41,000

Experience: Experienced

Working pattern:Full-Time

Reporting to: Group Leads

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

This role in 3 words: Empowering, Visionary, Accountable

Top 3 qualities for this role: Authentic, Adaptable, Communication

Closing Date: Friday 4th July @5pm 

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

By joining the team you’ll play a pivotal role in the realisation of our plans, which empowers our people to deliver great customer outcomes through connection!

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:

Working within OVO’s award winning Contact Centre, this role is a position responsible for delivering the optimum blend of efficiency, great people experience and supporting delivery of the exceptional service which our OVO customers expect.

Our model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers’ queries as quickly as possible, with the best level of service, in an award winning working environment for our people.

Squadlife isn’t just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our people need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line. 

We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our people are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future. 

This role in a nutshell:

As a Squad Lead in OneCare, your role is to coach and develop a team of Advisors to deliver and maintain an outstanding customer experience against ambitious customer goals. With agility at the core, you will utilise data and performance insights to assign work, manage and deliver a best in class employee experience, investing in our people to realise their true potential.  You will be naturally curious, challenging the norm and always searching for new opportunities to be better for our customers.

Your key outcomes will be:

• Lead, engage and coach a Squad of Advisors, applying our OneCare Principles to deliver great business, customer and people outcomes, creating a leading place to work. 
• Leverage our technology, data and insights to monitor and manage Squad performance, continuously searching for opportunities to improve. 
• Responsible for executing our progressive People policies appropriately and disciplined in giving candid feedback on core behaviours and standards.
• Partner with Forecast & Planning team to dynamically manage capacity and overflow, ensuring you own our customers needs end to end, and take pride in getting it right the first time. 
• Accountable for using your power to make decisions that safeguard our customers' experience with OVO, delivering great customer outcomes and service every time. 
• Leveraging our performance Ecosystem, partnering with Coaches and using our tools to drive continuous improvement efforts in squad WoW, delivering best in service customer experiences.
• Identifying and surfacing problems that impact our people and customers and work to solve these.
• Collate, prioritise and implement bold and innovative continuous improvement ideas from you and your  Squad - challenging processes to achieve great results.
• Work collaboratively to continually enhance the customer experience and coach your people to offer the products and services that will lead OVO’s progression towards Plan Zero.
• Lead by example by stepping in to support the Squad with customer contacts & escalations.
• Be a consciously inclusive leader, role modelling and championing initiatives that support our award winning Belonging networks.
• Work closely with Talent Acquisition to support recruitment of advisors, taking accountability for backfilling attrition. 
• Create a culture of reflection and celebration within squads by celebrating our people getting it right, and recognise our Customer Heroes.
• Recognise, invest and develop in the talent of our people.

Within your first month you’ll:

• Identify your Squad’s skills/knowledge opportunities and start work on positively managing and improving Squad performance. 
• Have created a prioritised plan of improvements to be made to your peoples’ capability  and ways of working.
• Started to form a network to support you in your role.
• Familiarised yourself with the Ecosystem in which you operate and start to leverage this to support your success
• Created an environment of credibility, trust and confidence within your Squad and the wider Care community, building positive impressions.
• Have demonstrated competence in making data driven decisions.

You’ll be a successful Zero Carbon Living Squad Lead here at OVO if you…

• Are willing to go above and beyond to keep our customers happy and our people engaged.
• Are an authentic leader and experienced multitasker.
• Are someone who can easily maintain high performance across conflicting priorities. Working at OVO is fast-paced; there is a lot to learn, so it’s a huge plus if you’re a quick learner and able to retain a wealth of information.
• Have previous experience of leading people to deliver positive business, people and customer outcomes.
• Enjoy working in a fast paced customer service environment where you have the autonomy and accountability for decision making and delivering high performance and developing others.

Let’s talk about what’s in it for you

We’ll pay you between £33k and £41k, 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..