Fulfillment Priority Complaints Manager

Role OVO-View

Team: Fulfilment (Field)

Salary banding:  £31,720 - £41,870

Experience: Mid-level/Expert

Working pattern: Full-Time

Reporting to: Nikki Cox, Senior National Fulfilment Manager

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

This role in 3 words: Engaging. Ownership. Problem Solver.

Top 3 qualities for this role: Communication. Curiosity. Resilience.

 

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:

OVO's mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal.  OVO Metering is at the heart of bringing Britain’s energy system into the 21st Century. Field Operations is an integral part in creating a smart energy system which will mean that our energy networks are run in a completely new way.  You’ll be leading part of our Fulfilment Team.  You will be managing the field and third party response to all high priority complaints  and leading a team of Fulfilment Customer Complaint Resolution Specialists, helping our customers on their journey to Smart and ensuring positive experiences and outcomes for all our customers.

 

This role in a nutshell:

In Field Operations, delivering great experiences for our customers as efficiently as possible is a key priority.  And sometimes when their journey with OVO has not gone quite as planned, it can be even more important to make any subsequent interactions as positive as possible and ensure they deliver the right outcomes for our customers.  As well as handling the field and third party response to all high priority complaints, you’ll support the work to identify opportunities for improvement, demonstrate the value, and engage stakeholders to deliver required changes across Metering (always with the customer in the room) working within the Fulfilment team. You’ll manage and run the day to day field response to all escalated complaints (not limited to, but including Level 1-4 complaints, Ombudsman, Escalated, Aged and EHU).  You will run workshops, analyse data, and drive a plan of delivery and improvements based on both the customer and business needs.

 

Your key outcomes will be:

• Be responsible for the field and third party response to all complaints inclusive of high priority complaints (including Ombudsman, Escalated, Aged and EHU),  and ensure we adapt our processes to support different customer requirements during the field visit
• Accountable to the Senior National Fulfilment Manager for creating and developing your team to be capable, motivated, resilient and engaged. Being a role model and highly visible leader; demonstrating OVO values and adapting communication and style to match the situation and people involved. Managing the performance of individuals and teams effectively and consistently in line with management expectations.
• Work to solve customer challenges and eliminate all sources of delay to meet the timescales that customers have been promised, in line with business goals and targets. 
• Play a key role coordinating and inspiring change within the complaints goal 
• Finding opportunities to improve how we deliver for customers across all our fulfilment routes 
• Ensure we have clear reporting and measure the right things to understand where we need to improve and measure our success
• Able to clearly present back how we’ve arrived at decisions, and respond to questions and challenges
• Ensure that we prioritise objectives and goals accordingly to maximise value and reduce risk Understand how our goals feed into the broader business goal
• Support and guide the team to ensure everyone is clear on their responsibilities and what’s expected of them
• Develop skills within the team to ensure continuous growth and development
• Lead on change delivery either in a PM capacity or as a subject expert to ensure delivery stays on track and achieves the desired outcome
• You will lead a team of circa 9 FTE, who will be instrumental in ensuring the success in this area. 

Within your first month you’ll:

• Be known both within Field and Care teams (and other key stakeholders) as the owner of all field complaint activity.
• Delivered continued and improved performance against our complaints SLA’s.
• Become a member of the Fulfilment leadership team (within Field), and built relationships within your own Complaints Delivery Team. .
• Already started to make a difference for our customers.

 

You’ll be a successful Fulfilment Customer Complaint Manager here at OVO if you…

• Are comfortable at juggling multiple things at once! Whether it’s multiple customer requisitions, various stakeholder requirements or different deadlines - there will be a lot of variety; you’re able to keep on top of it all and are prompt in delivery.
• You will be curious. Always wanting to understand the route cause of any complaints to enable us to keep learning and growing as a team. 
• Always asking why!
• Strive for continuous improvement.  Continuously looking for ways in which we can improve outcomes for our customers.

 

 

Let’s talk about what’s in it for you

We’ll pay you between £31,720 and £41,870, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

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 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 starters, you’ll get 34 days of holiday (including bank holidays).

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 £400 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 know.

 

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

 

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..

 

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Last updated on Aug 21, 2024