EV Senior Customer Support & Operations Manager, OVO
£52.2-70k
Eligible for an on-target bonus of 15% + 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
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
£52.2-70k
Eligible for an on-target bonus of 15% + 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
More information about location
1+ day a week in office
1001+ employees
Company mission
We're on a 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
- If you're passionate about building for scale, leading through change, and creating brilliant experiences for customers and teams, this could be your perfect next step
- Bring significant senior leadership experience in customer operations or service delivery, ideally in a high-growth, regulated, or tech-enabled environment
- Are a strategic thinker and hands-on operator – equally comfortable in board-level discussions and deep operational reviews
- Have proven success leading teams through change, with a track record of developing senior talent and creating high-performing cultures
- Love working cross-functionally – you know how to influence, align and lead without direct authority
- Are passionate about customer experience and excited by the chance to shape service around products that are still evolving
- Have experience managing budgets and commercial targets, and you understand how to balance cost, quality, and customer outcomes
- Are comfortable with ambiguity and complexity – you can create clarity and structure even in fast-moving environments
- Bring strong systems thinking and a pragmatic approach to tooling, automation, and data-led decision making
What the job involves
- Reporting to: Director of EV
- Embedded within the Commercial Team at OVO energy you’ll play a key role supporting the delivery of Plan Zero through our OVO Drive business
- EV is the future for our customers' transport, and you’ll play a vital part in our customers path to electrification by leading a department at the centre of customers experience with a responsibility to drive improvements across customer experience and operational efficiency to enable these products to scale
- Part of the OVO Drive leadership team, in this role you’ll shape the operational backbone of OVO’s most pioneering products, driving the strategy, systems, and team culture that enable us to scale with excellence
- You’ll be responsible for end-to-end service operations across our EV and home portfolio, covering customer support, service design, complaints resolution, and operational enablement
- You’ll lead a high-performing team, develop future leaders, and collaborate across the business to ensure ops support is synonymous with outstanding, human-centred service
- This is a pivotal leadership role, accountable for customer service & operational performance, budget ownership, risk management, all within a fast-moving, highly innovative area of the business
- Set the vision for our EV operations: Define and deliver a long-term operating model that scales with product growth while maintaining world-class service
- Champion customer-first culture: Lead our Voice of the Customer programme, embedding real-time feedback loops into every level of the organisation and keeping the customer at the heart of product and policy decisions
- Lead high-performing teams: Inspire, coach and develop leaders across customer support, operational excellence, coaching and complaints – growing capability while building strong succession
- Operational ownership: Drive continuous improvement, automation, and digital tooling to boost efficiency and CX, reducing cost-to-serve as we grow
- Own risk, compliance & governance: Ensure all operational activities are compliant and risk-managed, acting as a senior escalation point and leading root-cause remediation for any incidents
- Strategic stakeholder influence: Act as the central support operations partner to Product, Tech, Legal, PR, Kaluza and more – ensuring we’re ready for launch, able to scale, and aligned on the customer experience
- Service excellence for high-value customers: Define and deliver premium SLAs and service wrap to support strategic customer segments and partnerships
- P&L and budget ownership: Lead resource planning, forecasting and cost control across the department, owning and optimising your budget
- Technology and tooling strategy: Lead on roadmap decisions and own the Zoho CRM+ relationship, ensuring our systems enable our service ambitions
- Business readiness and change delivery: Ensure your teams are prepared for change, fully briefed on upcoming shifts, and integrated into go-to-market plans
- 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
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. They are analysing meter data to deliver easy, personalised actions, turning electric vehicles into power stations with clever chargers, and building energy-efficient heaters. For households, their 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
$271.4m
GROWTH EQUITY VC
Feb 2019
$271.4m
GROWTH EQUITY VC
Total funding: $584.9m
Company benefits
- Annual Discretionary Bonus
- 9% Flex Pay - extra on top of your core pay to use as you like. You can take it as cash, use as your pension contribution, or choose to spend it on a huge range of flex benefits (tech schemes, EV leasing and more!).
- Flexible / Remote Working
- Personal Development Allowances and Free Access to OVOLearn - our very own training platform
- 34 Days Holiday (including bank holidays)
- Health Insurance
- £400 OVO Energy Discount
Company values
- Find a better way - We always look for a better way, whether that’s by delivering a better service, employing brilliant people or improving our products and processes
- Do what's right - Being open, honest and fair is one of the values which applies to everything we do. We take pride in talking to our customers and delivering exceptional work
- Build something great - Simple solutions aren’t quick or easy to find. They take time and tenacity. Our people work to find an answer that helps us ‘build something great’
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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