Zero Carbon Living Squad Lead

6 months ago

Glasgow, United Kingdom OVO Energy Full time

**Role OVO-View**

**Location**: Hub based Bristol or Glasgow - hybrid working which would involve working from hub 2 to 3 days a week and the other days the option of home working

**Team**: OVO Care, Account Management

**Salary banding**: £30,000 to £32,000

**Experience**: People Leadership, coaching, managing change in continuous improvement environment to deliver an outstanding customer experience

**Working pattern**:Full-Time - you will work a range a shifts between 8am and 6.15pm

**Reporting to**:One of the Group Leads in Account Management

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

**This role in 3 words**: Empowering. Fun. Rewarding.

**Top 3 qualities for this role**: Inspiring, Excellent Communicator, People Leader

**In the words of the team, you should leave your current role for this one because.**
- "I have the autonomy to make decisions and am accountable for the performance and development of my squad"_

**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:
Our new Account Management model enables us to treat members as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve members' 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 colleagues 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 member value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads 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 our Account Management function, your role is to coach and develop a team of Advisors to deliver and maintain an outstanding customer experience. With agility at the core, you will utilise data and performance insights to assign work and deliver a best in class employee experience.

**Your key outcomes will be**:

- Lead, engage and coach a Squad of Zero Carbon Living Advisors, using agile ways of working to create a leading place to work.
- Use data and insights to monitor squad performance, continuously searching for opportunities to improve
- Working with Forecast & Planning team & Squad Resource Lead, accountable for day-to-day management and allocation of work, availability and utilisation and facilitation of meetings as appropriate (e.g. daily Stand-ups & Retros)
- Represent the voice of the customer to drive to continuous improvement efforts in both squad WoW (collaborating with Coaches) and customer experience
- Working closely with Chapter Leads, collate, prioritise and implement continuous improvement ideas from the Squad
- Work collaboratively with other Squad Leads in the Group to continually enhance the customer experience and OVO's progression towards Plan Zero
- Lead by example by stepping in to support the Squad with customer contacts & escalations.

Within your first 6 months month you'll:

- Have demonstrated your ability to make data driven decisions
- Be competent in measuring customer and colleague performance
- Be able to demonstrate the ability to self-reflect

**You'll be a successful Squad Lead here at OVO if you**

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.

**You won't like this role if you**

Don't enjoy working as part of a team or in a continuous improvement environment.

**Let's talk about what's in it for you**

We'll pay you between £26,000 and £32,000, depending on your specific skills and experience. If your expectations are a little different, have a chat with us

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

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