Domestic Energy Assessor Support Coordinator
6 months ago
Role OVO-View
**Team**: ZCL
**Salary banding**: £30,720 - £35,000
**Experience**: Mid-level
**Working pattern**: Full-Time
**Reporting to**: Neil Smith - Head of Central Services
**Sponsorship**: Unfortunately we are unable to offer sponsorship for this role.
**This role in 3 words**: Engaging. Ownership. Decision-maker.
**Top 3 qualities for this role**: Detailed. Analytic. Conscientious.
**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.
**Team Working 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. However, to drive progress towards net zero carbon living and reach our goals, we need everyone to come together, not just as customers buying energy but as members with a common vision.
Zero Carbon Living (ZCL) is at the heart of OVOs commitment to support our customers along their own decarbonising journey and this team, the Energy Experts, is a key enabler of making that vision a reality. We can gather intelligence on where that customer is on their journey and understand their intent, warming the customer up to convert.
Our Energy Experts allow us unprecedented access to our customers' homes and we can make our customers' lives easier by giving them tailored advice and helping them save money. By creating detailed profiles of our customers' homes, we can also design intelligent phased marketing campaigns to help them decarbonise their homes. We really do make a positive difference..
**This role in a nutshell**:
At OVO, we're on a mission to make our members' homes more energy efficient. The more energy efficient the home, the less heat will escape, and the less energy the home will need to use. That will result in our members saving money and cutting carbon but every home is different so we've launched the OVO Energy Experts service.
This service gives our customers the chance to request a home visit from one of our experts, who will give energy saving advice tailored to the customers home. As Project Support Coordinator, you'll help to provide a first-class service to customers who have chosen to book a survey appointment with us.
You'll be responsible for managing all aspects of administration for this service and will work closely with our Senior Domestic Energy Assessors (DEA) to help create an optimised daily schedule for our surveyors, as well as managing exceptions, short notice requests and failed to allocate appointments. You'll also participate and contribute to all continuous improvement activities designed to make the Energy Expert service more productive, efficient and effective.
**Your key outcomes will be**:
- Alongside the Senior DEA you will help manage the outputs of your team to ensure its deliverables are achieved, and work schedules/surveyor workloads are consistently achieving our forecasted outcomes
- Liaison with internal colleagues and the wider Product Teams to encourage innovative thinking & creativity relating to; quality, customer experience, productivity & efficiency
- To actively participate in team meetings, workshops, focus or working groups, suggesting where appropriate any changes to existing working practices to promote better customer experiences and more consistent levels of efficiency and utilisation
- Monitor daily utilisation performance and undertake analysis of output vs OKR targets to continually optimise schedules and drive output improvements
- Highlight exceptions or under performance to the Senior DEA to help ensure our surveyors are adhering to the processes and expected levels of performance
- Monitor the Webfleet tracking system (weekly) and liaise with the Senior DEAs to help our assessors to optimise route planning for increased efficiency and productivity. Provide visibility and any important insights to help improve driver performance and profitability
- Commit to developing strong professional relationships with your management colleagues in order to maximise results achieved by each surveyor and across all teams/areas.
- Provide a single point of contact for Kantan and advice to operational teams relating to planning & scheduling, including identifying capacity shortfalls or surpluses that might require adjustments.
- Liaise with the Senior DEAs to process requests for absence, time allocations for unavailability and st
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