Head of Customer Care

6 months ago

Bristol, United Kingdom OVO Energy Full time

**Role OVO-View**

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

**Team**: Oversight

**Salary banding**: £70,000 - £109,200

**Experience**: Expert

**Working pattern**:Full-Time

**Reporting to**:Jody Chick, Head of Complaints

**This role in 3 words**: Value Delivery, Dynamic, Collaboration

**Top 3 qualities for this role**: Culture Builder, Agile, Strategy

**Duration**: Fixed Term - Up to 12 months (career break cover)

**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 Account Management, we're the team that directly supports OVO's 4 million customers. We are known for our steadfast focus on the customer, our ability to innovate, and the high-care environment we create for our people.

We're encouraged to try new approaches, test, learn, and adapt quickly. We're always searching for opportunities to deliver customer value in a constantly evolving market with Plan Zero at our core.

We embrace challenges, continuously provide feedback and proactively seek opportunities to improve, innovate, and progress towards a zero-carbon future.

**This role in a nutshell**:
As a member of the OneCare senior leadership team, you'll take overall responsibility for developing and maintaining policy, procedures, and standards for complaint handling, including developing and maintaining feedback channels to the various goal-aligned teams.

You will thrive on high levels of accountability and aligned autonomy while navigating ambiguity. You will bring people together to deliver both functionally for the complaints department and across end-to-end operations and business via customer complaint insights and trends.

You'll work collaboratively across the business, building trusting relationships and helping put the customer at the heart of OVO's decision-making.

You will be confident in senior-level forums, able to simplify complexity for easy consumption, and able to communicate across the entire organisational landscape at all stakeholder levels.

You'll be a role model for your team, embodying OVO's leadership qualities. You'll champion initiatives that support OVO's culture within the business and externally for our customers. This includes Belonging, where you'll take accountability for moving the dial on diversity & inclusion within your area of responsibility.

**Your key outcomes will be**:

- Inspire and empower a cross-functional team supporting customer and business outcomes.
- Responsible for the end-to-end complaints policy, standards, and experience delivery, ensuring these are iterated and developed in accordance with customer and regulatory requirements.
- Providing oversight to functional areas and wider business on delivery of complaints handling through end-to-end reporting, performance, and service delivery tracking, providing intelligent insights that highlight risks and drive business action.
- Collaborate across the business, bringing to life analysis on complaints trends, highlighting areas for focus and improvement, influencing prioritisation of delivery through various functions and value streams, and driving a call to action.
- In partnership with key stakeholders, lead the definition of the executable Complaints Strategy, including the establishment of goals, performance conditions, and business plans.
- Accountable for opex costs within complaints management of budget and operational plans.
- Responsible for policy across Care/ Complaints, working closely with compliance and regulations alongside risk and control management, feeding into Ovo Policy Governance for Customer Contact, Complaints & Redress, and ensuring relevant procedures are operational and kept up to date.
- Lead on external engagement or requests from regulatory bodies or third parties such as the Energy Ombudsman, Citizens Advice & others. Validating the information shared and working collectively to improve customer outcomes.

**You'll be a successful Head of Customer Care Complaints Oversight at OVO if you**
- Enjoy working collaboratively with teammates to champion peer-to-peer support and coaching.
- Thrive off solving others' problems, going above and beyond t

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