Zero Carbon Living Squad Lead, OVO
£33-41k
You’ll be eligible for an on-target bonus of 15%
More information about location
Powering human progress with clean affordable energy for everyone
Job no longer available
Powering human progress with clean affordable energy for everyone
1001+ employees
Job no longer available
£33-41k
You’ll be eligible for an on-target bonus of 15%
More information about location
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: Authentic, Adaptable, Communication
- You will be naturally curious, challenging the norm and always searching for new opportunities to be better for our customers
- You’ll be a successful Zero Carbon Living Squad Lead here at OVO if you…
- Are willing to go above and beyond to keep our customers happy and our people engaged
- Are an authentic leader and experienced multitasker
- Are someone who can easily maintain high performance across conflicting priorities. Working at OVO is fast-paced; there is a lot to learn, so it’s a huge plus if you’re a quick learner and able to retain a wealth of information
- Have previous experience of leading people to deliver positive business, people and customer outcomes
- Enjoy working in a fast paced customer service environment where you have the autonomy and accountability for decision making and delivering high performance and developing others
What the job involves
- Reporting to: Group Leads
- This role in 3 words: Empowering, Visionary, Accountable
- By joining the team you’ll play a pivotal role in the realisation of our plans, which empowers our people to deliver great customer outcomes through connection!
- As a Squad Lead in OneCare, your role is to coach and develop a team of Advisors to deliver and maintain an outstanding customer experience against ambitious customer goals
- With agility at the core, you will utilise data and performance insights to assign work, manage and deliver a best in class employee experience, investing in our people to realise their true potential
- Lead, engage and coach a Squad of Advisors, applying our OneCare Principles to deliver great business, customer and people outcomes, creating a leading place to work
- Leverage our technology, data and insights to monitor and manage Squad performance, continuously searching for opportunities to improve
- Responsible for executing our progressive People policies appropriately and disciplined in giving candid feedback on core behaviours and standards
- Partner with Forecast & Planning team to dynamically manage capacity and overflow, ensuring you own our customers needs end to end, and take pride in getting it right the first time
- Accountable for using your power to make decisions that safeguard our customers' experience with OVO, delivering great customer outcomes and service every time
- Leveraging our performance Ecosystem, partnering with Coaches and using our tools to drive continuous improvement efforts in squad WoW, delivering best in service customer experiences
- Identifying and surfacing problems that impact our people and customers and work to solve these
- Collate, prioritise and implement bold and innovative continuous improvement ideas from you and your Squad - challenging processes to achieve great results
- Work collaboratively to continually enhance the customer experience and coach your people to offer the products and services that will lead OVO’s progression towards Plan Zero
- Lead by example by stepping in to support the Squad with customer contacts & escalations
- Be a consciously inclusive leader, role modelling and championing initiatives that support our award winning Belonging networks
- Work closely with Talent Acquisition to support recruitment of advisors, taking accountability for backfilling attrition
- Create a culture of reflection and celebration within squads by celebrating our people getting it right, and recognise our Customer Heroes
- Recognise, invest and develop in the talent of our people
- Within your first month you’ll:
- Identify your Squad’s skills/knowledge opportunities and start work on positively managing and improving Squad performance
- Have created a prioritised plan of improvements to be made to your peoples’ capability and ways of working
- Started to form a network to support you in your role
- Familiarised yourself with the Ecosystem in which you operate and start to leverage this to support your success
- Created an environment of credibility, trust and confidence within your Squad and the wider Care community, building positive impressions
- Have demonstrated competence in making data driven decisions
Application process
- Closing Date: Friday 4th July @5pm
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
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
$268m
GROWTH EQUITY VC
Feb 2019
$268m
GROWTH EQUITY VC
Total funding: $577.6m
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
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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