Role title: Contact Centre Team Leader

Location: Bristol

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Best Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

We launched in 2009 with a mission to change energy for the better. Since then, we’ve welcomed over a million members, planted a million trees, and set our sights on helping save the planet.

As a Group, we’re working to become a net zero carbon business by 2030, while helping our OVO Energy members halve their carbon footprints at the same time. 

Green energy and technology are great tools to fight the climate crisis with. But it’s people power that will rewrite history.  

So we’re building a zero carbon team inside and out. Of people who share our values, feel inspired by our mission, and want to make change happen. When you work for OVO, it’s not just a job. It’s the work of a lifetime. And we want the sharpest minds to help.

Where in the world of OVO will I be working?

You’ll be working as part of the Customer Service team at OVO Energy where our key focus is to place the customer at the heart of everything we do. You’ll be leading a team of Customer Care Agents who are the first point of contact for our OVO Energy customers, delivering an awarding winning service we can be proud of. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019!

We were also recently awarded Silver in the Best Place to Work (Great Large Employer category) at the European Contact Centre and Customer Service Awards!

What will I be doing?

As a Team Leader in the Contact Centre, you’ll be driving performance in, arguably, the most important team here at OVO.  Your key focus will be leading your team in maintaining the revolutionary, customer-focused culture that has driven our success to date. 

Your team is the first contact our customers have with OVO; it will be your responsibility to ensure they get our customers the help they need either by phone or email.

Key responsibilities include:

• Training, developing and coaching your team to reach their full potential in delivering excellent customer service as efficiently as possible.
  
• Ensuring your team’s communications to customers are of the highest quality.
  
• Using daily performance statistics to review and assess your team’s quality and productivity; ensuring actions for improvement are put in place when required.
  
• Handling any escalations and resolving them in a timely manner
  
• Continually highlighting and seeking to close any gaps in service delivery or processes to ensure a fantastic customer experience.
• Applying performance and conduct management procedures as necessary to ensure under-performance is addressed and eradicated.
• Manage your team members in a supportive manner in line with company HR policies
• Be a champion for change and lead the way in embedding new process and services

Our contact centre is open from 8am-6:15pm Monday - Friday and on Saturdays from 9am-5pm, so working hours are based on these times.

Is this the job for me?

Our customers are at the heart of everything we do. We’re looking for people who are able to build a good rapport with customers and colleagues and are willing to go the extra mile to keep their team and our customers happy.

We’re looking for a variety of experience, from those who have had at least 1 year working as a Team Leader within a contact centre environment, to those who are more experienced with 3+ years.

Most importantly, you’ll share the qualities that have driven our success so far. Firstly, you’re a people person and a team player. You’ll be adaptable and a clear communicator, able to tailor your approach dependent on each individual team member.

It’s essential you have:

• An understanding of contact centre KPIs, how they impact the business and how to drive improvements in these areas
• A passion for customer service and getting it right for our customers
• Strong communication skills and the ability to build working relationships with your colleagues
• The ability to drive team performance to achieve key objectives
• The ability to coach and develop team members to reach their full potential
• The ability to influence and lead a team through challenges and change
• Excellent problem solving skills, including the ability to identify root causes and impacts

It would be brilliant if you’ve worked in the energy industry previously but it’s not essential. There’s a lot to learn so it’s a huge plus if you’re able to grasp new concepts quickly. But don’t worry, we’ll give you all the training you need, as well as ongoing development and support.

You’ll be reliable and keen to muck in with the rest of the team. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there’s a good chance you’ll thrive at OVO.

From us you’ll get …

• An annual discretionary bonus
• 4% of your salary to spend on flexible lifestyle benefits
• 5% matched employer contribution to your pension
• 25 days holiday + 1 for your birthday
• Flexible working hours
• And many more... 

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!