Head of Complaints Management

Location: Flexible 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? Your core purpose will be to build and run a centre of excellence for complaints management, driving outstanding delivery, turning potential detractors into genuine advocates What will I be doing? Crafting and embedding an innovative complaints experience that restores customer trust through the complaints journey Lead a team of complaint handling experts empowered to deliver end to end management and resolution of complaints in line with regulatory and service standards Creating an efficient complaint operating model that drives standards, key performance and productivity metrics against targets Creating an environment that encourages individual autonomy and freedom to tackle customers problems Building supporting standards, processes and frameworks to make it easier for the team to achieve quicker and smarter resolutions Providing operational credibility and control Being the lead SME for full complaints oversight and reporting for the business Ensuring that we have the right systems and tools to enable effective complaints management and protection of customer outcomes Building a partnership model with front line teams, providing an interface for expertise, support and best practice complaints management approaches to maximise first touch resolution Provide closed loop feedback to support in delivering better customer outcomes and coaching around key processes and requirements Providing insight to build awareness across the organisation of key complaints root causes and triggers Is this the job for me? You’ll be an experienced senior operational lead with a passion and talent for delivering amazing people and customer outcomes Credible senior operator, ideally from a complaint or customer service background, with proven experience of leading effective customer operational teams through periods of high intensity change Experience of using data and analytics to lead an operation, identify issues and drive decisions Evidence of delivering transformation change across an operational department, that built better customer and people outcomes Have a consistent track record of inspiring, motivating and developing impactful operational teams to get results Strong communication and stakeholder management skills - able to build strong working relationships with various groups to influence and drive positive outcomes Being comfortable with personally resolving issues and directly supporting customers when senior engagement is needed Ability to work in ambiguous, pressurised situations, influence and deliver in a fast-paced environment 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 you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits. Here’s a taster of what’s on offer: For your health With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more For your wellbeing With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations For your home Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers For your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to k