Customer Care Operations Manager
OVO Energy
4d ago

Where in the world of OVO will I be working?

You will be working in our Customer Care team, reporting into the Head of Customer Care.

OVO’s vision is to deliver clean, abundant energy for everyone. We started out as a retail energy company with a belief that we could do energy better through fairer pricing, simplicity and unrivalled customer service.

As we evolved it became clear that OVO could bring even more value to its customers, transitioning to a smart services company that would develop innovations in energy technology and propositions.

We are not a company driven simply by short term returns and profit, we believe in our responsibility to society and to the environment, and are determined that our business strategy and company behaviour reflects this commitment.

What will I be doing?

  • You’ll focus on delivering consistent performance through our customer-facing processes, including appreciating how they impact the overall customer journey beyond your team
  • You’ll support Team Leaders to meet stretching key performance indicators in a high pressure environment
  • In this high volume environment, you’ll drive continuous improvement in performance across the team and ensure optimum resource allocation to deliver results across a range of KPIs
  • You’ll develop future management capability and support the team to fulfill their potential
  • You’ll work with other functions to identify process improvements that will enable you to achieve efficiencies and improve performance in your team and contribute to the goals of the wider business
  • Working to reduce process exceptions, escalations and rework, you’ll develop team members and identify and prioritise development needs to ensure continuous improvement
  • You’ll have input into the Customer Care strategic plan and will take ownership for delivery of actions associated to that
  • You’ll identify barriers to great performance and work with a range of internal stakeholders to ensure the customer experience is positive at all touch points
  • You’ll be responsible for monitoring and managing team performance, implementing appropriate plans to ensure targets are achieved
  • Do I have what it takes?

  • You’ll need to have demonstrable people leadership experience in a high volume customer facing role.
  • We are looking for a confident, clear communicator, able to influence across the organisation and demonstrate an effective, delivery-
  • focussed approach within a fast-paced environment.

  • You will have contact centre (preferably multi-channel) experience and will have successfully led a team of at least 50FTE, ideally in a regulated business.
  • At OVO, we believe in fueling human progress. We were set up to always find a better way and challenge the status quo : we want to be the good guys, find a way, and build something great.

    We embrace simplicity, transparency, and treating people and our planet fairly. We understand that attracting and keeping the best talent is key to our bright future, so our people will always share in our success.

    Our benefits are pretty nice too.

    We celebrate diversity and value equal opportunity; We want to build a team which represents a variety of backgrounds, perspectives, and skills, and we decide employment on the basis of merit and potential.

    Please note, as this is not currently a live vacancy, we may not be able to provide application feedback straightaway.

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