Billing Operations Manager, OVO
£43.5-62.6k
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
More information about location
1+ day a week in office
Powering human progress with clean affordable energy for everyone
Posted today
Powering human progress with clean affordable energy for everyone
1001+ employees
Posted today
£43.5-62.6k
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
More information about location
1+ day a week in office
1001+ employees
Company mission
To lower carbon emissions to zero by 2035, helping our customers reduce theirs at the same time - we call this Plan Zero.
Role
Who you are
- Top 3 qualities for this role: People-Leader. Task Oriented. Attention to Detail
- Have experience taking responsibility for all performance metrics, team engagement and development across the Operation functions
- Significant appropriate experience of leadership within a similar delivery focused environment with a track record of innovation, development, deployment and delivery
- Have proven experience working in a Billing function tackling Billing related fallout and exceptions resolution
- Have experience in understanding the full Billing lifecycle including up and downstream impacts and the impacts on the Customer journey
- Extensive experience in all HR processes and policies
- Experience of shaping and receiving change within IT systems and ability to accept and operationalise change quickly and efficiently, navigating stakeholders to deliver the best possible business outcomes
- Experience in analysing, tracking, creating, planning and delivering improvement, working with a multiple range of diverse, complex, strategic change initiatives
- Ability to manage teams working with sophisticated problems to provide useful insight
- Experience of end to end processes in Billing with understanding of Industry or Revenue Assurance processes being highly desirable, though strong transferable skills from other sectors are considered
- Good end to end understanding of the moving parts of the energy industry, preferable with experience of delivery within a back office type environment
- Experience of managing complex technical deliveries across both on and offshore teams
- Good decisions making skills and able to drive changes to meet objectives
- A proven track record of developing productive relationships with a variety of internal and external stakeholders and capable of influencing at all levels
- Experience of managing, motivating and developing a high performing team
- Experience of both on and offshore resource management (optimised for cost and quality) as well future strategy and relationship management
What the job involves
- Reporting to: Senior Operations Manager
- This role in 3 words: Ownership. Challenge. Improve
- Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person
- You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life
- 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:
- Customer Operations houses the majority of back office OVO processes, ranging from Onboarding, through Billing, Smart, PayG, Industry and Exports
- These teams are responsible for processes across our Customer lifecycle, managing exceptions to fix and prevent issues for our Customers whilst meeting Industry standards and ensuring revenue
- Our team's work is varied and complex, and this role plays a pivotal part in understanding up and downstream impacts as well as ensuring we can drive our own goals and help drive those of the wider business
- The Billing Operations Manager will report to the Senior Operations Manager, owning the development, expansion and delivery of all operational management processes within Billing Operations, including, but not limited to, alerts/exceptions, risks, platform controls, regulatory KPI delivery, proactive controls frameworks, process improvement and optimisation and line management of SME and Expert roles within the team
- They will also contribute significantly to driving performance at the lowest optimised cost without negatively impacting customer satisfaction and respecting all regulatory requirements across the Retail business
- In addition the role will manage key relationships with our offshore teams, including performance management, continuous improvement and day to day escalations
- The role is expected to work very closely with our outsource providers with occasional travel, in order to drive improvements, maximise quality and reduce cost to serve
- In this role you will be managing a team of 6-10 process experts
Our take
On average, home energy represents 26% of our carbon footprint. Ovo Energy wants to bring this to zero by providing cheaper, greener and simpler energy to customers. It's analysing meter data to deliver easy, personalised actions, turning electric vehicles into power stations with clever chargers, and building energy-efficient heaters. For households, it's offering is organised into four different energy plans, that include interest rewards on energy credit balance.
In 2020, OVO completed the acquisition of SSE Energy Services' retail arm for £500 million, meaning that the challenger brand now has around 4 million customers in the UK.
While helping Ovo members halve their carbon footprints, the company is also working towards becoming a net zero carbon business by 2035. The challenges ahead for the company include encouraging consumer behaviour change, shifting towards subscription models for home energy use.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
Kate Cottrell, Smart Meter Engineer
Our mission
Supporting our customers on the journey to zero carbon by delivering exceptional customer service and promoting energy efficiency.Insights
Company
Employee endorsements
Inspiring mission
"The mission to provide Green energy to all customers, and to enable all our customers to start on a journey towards zero carbon living is written in..."
Funding (last 2 of 3 rounds)
Jul 2023
$273m
GROWTH EQUITY VC
Feb 2019
$273m
GROWTH EQUITY VC
Total funding: $588.2m
Company benefits
- On-target bonus up to 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal
- Flex Pay: 9% 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
- 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
- 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
Company HQ
Redcliffe, Bristol, UK
Leadership
David Buttress
(CEO)CEO of OVO, the UK’s 3rd largest energy supplier. Joined in May 2024.
Diversity, Equity & Inclusion at OVO
Alessandro Storer (Head of Inclusion & Belonging )
- We run inclusive training and unconscious bias workshops for employees and interviewers
- We provide mental health support, through different networks, having mental health first aiders within the business and running initiatives like our "wellbeing Wednesdays" to promote this.
- We have dedicated Early Years programmes with a focus on underrepresented groups, offering different training opportunities within the business.
- We invest in tools, like Textio, and focused I&D job boards to help us reduce bias in our job postings and recruitment activity.
- Commitment in improving diversity across our Tech Teams and working with companies to improve the tech ecosystem as a whole, specifically have committed to at least 30% Women in Tech at OVO by 2026
- We've signed up to numerous charters, like the Tech Talent Charter, Race at Work Charter and Trans in the City, to show our continuing commitment to improving I&D within OVO and the wider community
- Within OVO we have multiple belonging networks and communities set up, to offer support and forums for everybody
- Read more about our commitments to improving Diversity & Inclusion at OVO in our linked belonging report
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