Schedule Refinement & Dispatch Manager

Role OVO-View

Team: Customer Fulfillment

Salary banding:  £31,720 - £41,870

Experience: Mid-level

Working pattern: Full-Time

Reporting to: Helen Loftus - National Schedule Refinement & Dispatch Manager

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

This role in 3 words: Dynamic, Ownership, Ingenuity 

Top 3 qualities for this role: Communication. Organisation. 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. We believe in great service that's friendly and reliable.  At the heart of this huge positive change is Field Services.  As part of Operations, Field Services is building a supportive zero carbon community - bringing our members closer to green energy, technology and the guidance they need to make change happen.   You’ll be leading a team of Schedule Refinement & Dispatch Specialists, as part of a National Schedule Refinement & Dispatch function within Fulfillment.

This role in a nutshell:

This is an important role that requires specialist skills in the overall delivery of all end-to-end member outcomes and high quality services delivering to time, cost and quality for your region. We want you to build and develop your team of Schedule Refinement & Dispatch Specialists so they are empowered, engaged and motivated to set their own direction, agree goals and objectives that align to the wider Field Services objectives and goals and ensure the effective and swift resolution of escalations.  If you can thrive and succeed in an environment that will require you to manage the conflicting demands and tensions of a busy field operation there is plenty of opportunity to make a difference.

Your key outcomes will be:

• Accountable to a National Scheduling Manager for Leading and managing a team of operational staff.  

• Supporting and developing your team to be capable, motivated, resilient and engaged to deliver on key KPIS. 

• 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.

• Ensure sufficient Schedule Refinement & Dispatch Specialists are available to deliver desired service, within budget, by planning and agreeing rosters with staff, authorising time-off, taking a genuine interest in team morale, wellbeing and development goals.

• Onboarding new team members, ensuring they have got the necessary training, equipment, access to tools & information and knowledge to make a positive difference.

• Formally review SRD related performance indicators daily.  Arrange reviews that highlight successes, areas for improvement, remedial action required by engineers, Team Managers, Operational Excellence team or other areas within Field Operations and agree next steps.  Keep the National Schedule Refinement & Dispatch Manager updated on progress.

• Deal with matters raised under escalation and customer complaints, working 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. 

• Primary interface with Team Managers, Regional Performance Managers and Operational Excellence Manager to provide expert service assurance and a conduit for resolution of issues that undermine hitting defined targets.

• Work with the National Schedule Refinement & Dispatch Manager and Operational Excellence Manager to agree which changes need to be embedded in your team to make things better for our engineers and members.  Own embedding those changes in your team and regularly review the benefits the changes have made.

• Be proficient in interpreting and applying performance data to gain a reliable picture of individual and organisational performance and take timely action to address any performance concerns identified.

• Provide assurance of Schedule Refinement & Dispatch processes to deal with the unexpected and test business continuity plans to minimise disruption should people, location, systems or processes become unavailable with little or no notice.

• Lead and drive the negotiation/resolution of complex service management issues, expressions of dissatisfaction or complaints, reaching the best outcome possible. 

• Maintain awareness of internal and external activities and events, ensuring timely impact assessments to inform planning and jeopardy processes. 

• Effectively communicate with all stakeholders in the delivery of projects and services.

• To take reasonable care for your own health and safety and that of others who may be affected by the actions of Schedule Refinement & Dispatch.

You’ll be a successful Schedule Refinement & Dispatch Manager here at OVO if you…

• Are customer service driven, highly organised, work effectively with internal and external stakeholders and have the ability to shift gears at a moment's notice.

• Enjoy the challenges of developing and improving processes in a dynamic organisation.

• Have exceptional written and verbal communication skills, a keen eye for detail, and the ability to prioritise a conflicting workload. 

• Being flexible by demonstrating appropriate leadership styles and adapting communication to match the situation and audience;

• Investigation training with experience of conducting event reviews and information gathering

• Demonstrate an ability to deliver desired customer outcomes that drive value to OVO. 

• The ability to use data to inform decisions and take appropriate action;

• Committed to high quality customer care and customer experience

• Committed to continuous professional development and personal growth

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. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

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, travel insurance, workplace ISA, will writing services, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £400 towards any OVO Energy plan, plus great discounts on solar, 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..