Zero Carbon Living Operations Lead

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? Working within the Zero Carbon Living Ops Support Team at OVO you’ll play a key role in leading the Ops Support Experts deliver outstanding customer experiences across a whole new range of Zero Carbon Living tech. The energy industry has changed a lot in recent years, and we don’t expect that to stop any time soon. OVO Energy is changing too - we’re more than just an energy supplier, we’re leading the way in showing our customers the energy world of tomorrow. By creating innovative technology we’re helping customers manage their energy better, decrease their bills and drive their electric vehicles further - all whilst improving our planet for generations to come. Zero Carbon Living is the future for our customers, and your team is a vital part in our customers path to Zero. You’ll be able to get really close to these exciting and sometimes complex product customer journeys. This means you’ll be best placed to help us design how we best support these products as we scale. You’ll work closely with product leads, UX, commercial and marketing have a key role feeding into product and tech We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a rapidly changing market. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future. What will I be doing? As a Team Lead in ZCL Ops Support, you’ll lead and empower a team of Experts to deliver outstanding customer experiences on their Path to Zero. You’ll use data and performance insights to help assign work, and help the team work autonomously but with support where needed. Key responsibilities include: Lead, engage and coach a team of ZCL Ops Experts, using agile ways of working to create a leading place to work Work with other Team Leads to monitor support and operational demand across products ensure we’re meeting SLA’s. Being an Ops Support SME of one of more product area (i.e. Solar, EV, Heat etc) but ultimately share accountability for day-to-day SLA management and allocation of work across all products Facilitation of meetings as appropriate (e.g. daily Stand-ups & Team meetings) Work closely with the Change Team, Commercial, Product, Tech, Field Services and Energy Solutions as a Support and Ops SME to deliver our scale goals Being aware of the product sales pipeline, ensuring if more FTE is needed recruitment is kicked off or existing team members are upskilled and moved to focus where required Role model and empower the team to be the voice of the customer, driving continuous improvement efforts in both internal ways of working and customer experience Set up clear processes to capture key customer and team pain points, escalating to the appropriate stakeholder and working with them to deliver improvements Use data and insights to monitor team performance, continuously searching for opportunities to improve Work with the Operational Excellence manager to design workflow processes and reporting that works for the team Work with Complaints Resolution Lead to ensure they are supported in embedding complaints best practice across the area Lead by example and step in where needed to support the team with customer contacts & escalations. Across all Leads - supporting the Complaints Resolution Lead in times of absence - either Seniors or yourselves supporting escalated complaints Is this the job for me? We’re all different here at OVO and that is just the way we like it, but we all share common attributes and we will be looking for these in you. You’ll need to be passionate about customer service and also be a really confident and clear communicator. We also need you to be flexible, reliable and keen to muck in with the rest of the team. A healthy dose of enthusiasm is also a must Ideal characteristics/experience: You should be an authentic leader and experienced multitasker Willing to go above and beyond to keep our customers happy and our peo