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Senior Installation Coordinator

4 months ago

Bristol, United Kingdom OVO Energy Full time

**We're making zero carbon happen**

We're OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast.

We call this Plan Zero - and it shows how we'll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge?

**Do great green things with OVO Energy**

So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one.

**Everyone belongs at OVO**

Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are - we can't wait to meet you.

**Where in the world of OVO will I be working?**

You'll be working as part of the Energy Solutions Direct delivery team where your key focus will be to liaise with and guide OVO members through their survey and install journey when receiving domestic energy efficiency measures.

You will supervise and work within a team that will be the first point of contact for our OVO Energy customers, so you'll be expected to promote the benefits of low-carbon retrofit in order to help the wider team facilitate the delivery of domestic energy efficiency measures, and Government initiatives such as the Energy Company Obligation (ECO) scheme. By doing this we will help our members to reduce carbon emissions and tackle fuel poverty.

**What will I be doing?**

The main purpose of the role is to supervise the Installation Coordination Process and team whilst identifying more effective and efficient administrative and customer satisfying processes that could be adopted. From a customer perspective the Installation Coordinator is to engage with each residential customer and ensure they are fully briefed with the project nature, scope and associated timescales. Liaising with the supply chain, customers should be kept up to speed with appointments, surveys, access equipment and a number of installation appointments, through to final handover. You will work closely with the Regional Manager, Installation Project Manager and Installation Coordinators, keeping a log of appointments and progress, and support Direct delivery performance with contractor SLA/ KPI reports. You will also be producing and evaluating Coordinator delivery KPI/SLA's.

Key responsibilities include:

- The supervision of the Install Coordinator team and process.
- Provide support and training for members of the Installation Coordination team.
- Liaise with the wider Direct delivery team and supply chain to ensure adequate notice and detail is provided to domestic customers as to their journey, survey and installation appointments
- Start and own the parts of the customer's journey that you are responsible for, delivering first class customer service.
- Monitoring live issues and progressing them through to resolution as quickly as possible to minimise negative customer experience
- Using systems and your own knowledge to troubleshoot and diagnose issues and where you can, resolve them at the first point of contact
- Communicating with contractors and customers to arrange survey and installation dates, providing key information about each visit.
- Working through survey packs and post installation documentation, uploading data to our in house CRM and storing files on Google drive.
- Promoting the benefits of low-carbon retrofit to residents, local authority representatives and supply chain partners.
- Advocate for product and service changes that could improve the customer experience
- Manage customer experience and provide additional support where things haven't quite gone to plan
- Keep up to date with technical and administrative developments relating to the installation of low carbon retrofit measure installations, including PAS2030 and MCS.

**Is this the job for me?**

Life at OVO can be quite fast-paced, where change happens quickly and so you're comfortable dealing with ambiguity. You thrive on challenges and making a difference for our customers - our customers are at the heart of what we do, so we're looking for somebody with a passion for providing the best service possible for customers.

Ideally you will have previous experience in Energy efficiency measures, insulation and renewables. You're confident in dealing directly with customers, supporting a first class customer journey to an able to pay customer group.

**Brilliant benefits for a world-changing team**

Our people are at the heart of Plan Zero. That's why we offer plenty of green benefits and progressive policies to make you feel at home.

For starters, you'll get 34 days of holiday (including bank holidays).

Then there's Flex Pay. It's an extra 9% of your salary on top of your core pay to use as