Schedule Refinement & Dispatch Manager, OVO
£31.7-41.9k
+ You’ll be eligible for an on-target bonus of 15% and OVO bonus plan
More information about location
1+ day a week in office
Powering human progress with clean affordable energy for everyone
Be an early applicant
Powering human progress with clean affordable energy for everyone
1001+ employees
Be an early applicant
£31.7-41.9k
+ You’ll be eligible for an on-target bonus of 15% and OVO bonus plan
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: Communication. Organisation. Resilience
- 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
- 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
What the job involves
- Reporting to: Helen Loftus - National Schedule Refinement & Dispatch Manager
- This role in 3 words: Dynamic, Ownership, Ingenuity
- 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
- 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
Salary benchmarks
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
$273.3m
GROWTH EQUITY VC
Feb 2019
$273.3m
GROWTH EQUITY VC
Total funding: $589m
Company benefits
- 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 £300 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
- 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 25% Women in Tech at OVO by 2025
- 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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