Knowledge Team Leader

5 months ago

Bristol, United Kingdom OVO Energy Full time

Knowledge Team Leader

**Location**: Hub based Bristol, London or Glasgow
- But you have the flexibility to work wherever suits you best_

**Team**: Customer Care

**Salary banding**: £28,000 - £41,000

**Experience**: Experienced

**Working pattern**:Full-Time

**Reporting to**:Naseera Hafeji, Head Of Operational Coaching

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

**This role in 3 words**: Ownership, Simplification, Continuous Improvement

**Top 3 qualities for this role**: Communication, Organisation, Technical ability

**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, delivering a world class knowledge management solution which empowers our people to deliver great customer outcomes

**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 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.

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.

As part of the wider Customer service team, this role sits across a range of business areas within our Care Team

**This role in a nutshell**:
As a Knowledge Team Leader, your role is to coach and develop a team of Knowledge Analysts to deliver and maintain an outstanding Knowledge Management functionality. Working closely with a range of stakeholders, always keeping our customers and advisors in mind, you'll seek to improve how we communicate knowledge effectively and ensure our users trust us as a source of truth. With agility at the core, you will utilise data and performance insights to assign work and deliver a best in class employee and customer experience.

**Your key outcomes will be**:

- Lead, engage and coach the Knowledge base team using agile ways of working to create a Great Place To Work
- Use data and insights to monitor performance of the Knowledge tooling and, identifying and implementing opportunities to improve
- Lead The creation of all knowledge tool content ensuring it is accurate, fit for purpose and supports to serve our customers
- Represent the voice of our people to deliver a tool which delivers progressive thinking in how we develop, share and use knowledge within the business
- Represent the voice of the customer to drive to continuous improvement efforts in the content and tooling
- Lead internal Knowledge Management projects and support the training and education of Knowledge Management and other tools
- Analyse and report on Knowledge Management Metrics to help drive future article content, drive usage of KM and continue to increase customer satisfaction
- Foster & embed an agile, digital-first culture that creates an environment which enables achievement of courageous targets.
- Work closely with Stakeholders across the business, collate, prioritise and implement continuous improvement actions
- Work collaboratively with Stakeholders in the business to continually enhance the customer experience and OVO's progression towards Plan Zero
- Within your first X months month you'll:_
- Have created a prioritised plan of improvements to be made to our knowledge base functionality and ways of working
- Have a view of the technical solutions on our roadmap and adaptations required to our functionality to support the success of these
- Have identified skills and knowledge shortfalls and commenced work on positively impacting capability
- Have built a network of Subject Matter Experts to enable efficient and effective ongoing sustainment of the solution

**You'll be a successful Knowledge Team Leader** at OVO if you**
- Are willing to go above and beyond to keep our customers happy and our people engaged
- An authentic leader and experienced multitasker
- Someone who could 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

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