Operations Quality Manager

Location: Any of our offices

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Best Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

We launched in 2009 with a mission to change energy for the better. Since then, we’ve welcomed over a million members, planted a million trees, and set our sights on helping save the planet.

As a Group, we’re working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time.

Green energy and technology are great tools to fight the climate crisis with. But it’s people power that will rewrite history.

So we’re building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it’s not just a job. It’s the work of a lifetime. And we want the sharpest minds to help. 

Up for the challenge?

Where in the world of OVO will I be working? 

Reporting directly to Senior Field Growth & Development Manager, this new role is a varied and challenging leadership role, designed to ensure that Field Operations succeeds in its goal to deliver consistent, high quality customer experiences.

What will I be doing?

You’ll be working closely with our Field Operational teams as well as maintaining close professional relationships with our Smart Delivery team and our Energy brands to implement new ways of working and processes designed to strategically align Field Operations quality focussed priorities and objectives.  

You’ll be a passionate advocate of driving high quality operations to achieve customer delivery, focused on service recovery and accelerating the ability of Field Operations to deliver consistent performance across the areas that matter.

Key Responsibilities

• Oversee business priorities that align Field Operations priorities with OVO Metering and the wider OVO Retail agendas.  Take a visible leadership role, ensuring Field Operations is perceived as responsive and trustworthy to deliver the smart rollout as efficiently as possible
• Working with operational teams across the group to improve the impact of Field Operations processes to multiple business areas (eg. customer contact, dissatisfaction, Smart commissioning success etc)
• Take a visible lead in assuring recovery of exemplary customer experience delivered in Field Operations, in “non-happy path” scenarios
• Lead large scale projects across Field Operations to deliver better, more consistent, quality focussed customer outcomes
• Interpret and leverage data insights to constantly enhance the quality of our operational processes
• Coach and mentor operational colleagues, building capability and troubleshooting complex issues that are having a detrimental impact on our customers and wider business
• Develop, implement and embed a rigorous approach to ensure we identify and take action where performance is not meeting expectations whilst leading on opportunities to grow Field Operations (capacity and capability) in line with agreed operational plans
• Act as key point of contact for all high profile appointments, working with multiple teams to seek out correct path to resolution and follow through until completion

Do I have what it takes?

• This is a big and exciting role for a collaborative team player with strong stakeholder management skills
• Strong understanding of Field Operations and the value we can bring to customers.
• Problem solver that can identify both short term mitigation and propose options for longer term resolution.
• Track record of embedding change and encouraging continuous improvement (think big, start small, scale fast)
• Excellent judgment, decision making skills, and the ability to work under deadline pressure.
• Ability to manage and work within ambiguity to reach a successful outcome.
• Ability to influence and build relationships
• Work remotely on individual issues whilst contributing to the team success

Ideally you will have…

• Sound knowledge of smart metering would be an advantage.
• Experience developing ‘journey mapping’ and ‘value statements’ preferably in a field-based environment

We want the best people 

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!