Business Operations Manager Care and Customer Resolution

Role OVO-View

Team: Customer Resolution

Salary banding: £37,520 – £49,530

Experience: Mid-level

Working pattern: Full-Time

Reporting to: Head of Care/Customer Resolution

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity’s biggest challenges, the climate crisis. And we know it takes all of us to change the world. That’s why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

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:

We’re the team that directly supports OVO’s 4 million customers. We are known for our steadfast focus on the customer, our ability to innovate, and the high-care environment we create for our people.

We’re encouraged to try new approaches, test, learn, and adapt quickly. We’re always searching for opportunities to deliver customer value in a constantly evolving market with Plan Zero at our core.

We embrace challenges, continuously provide feedback and proactively seek opportunities to improve, innovate, and progress towards a zero-carbon future.

This role in a nutshell:

As Business Operations Manager for Care and Customer Resolutions you will enhance our ability to understand our people and the best ways for our teams to be successful. Responsible for key business update documents and developing and executing operational communications, working alongside our People Engagement Partner, to ensure clear and effective messaging across Care and Customer Resolution. Locally activating and managing operational communications initiatives that support transparency and linking to Business strategy. Aligned with the People Engagement Partner, you’ll communicate the narrative behind projects of all sizes and support the senior team in creation of business updates, wider communications and internal operational communication with strong story telling and clear narrative.

Your key outcomes will be:

Bring together management reporting, people feedback and customer insights to define and execute projects and scalable solutions to solve problems
Participate in the articulation of goals that will enable Care and Customer Resolution to achieve success in improving performance, reducing cost whilst increasing people engagement
Draft key operational communications requests for Care/Cust Res. This includes the build and cascade of weekly updates, village hall material, COO MBR (monthly business review) material and support in operational MBR’s
Work with a clear daily laydown plan based on comms strategy (overseen by People Engagement partner)
Lead on development of content for engagement activities with guidance from People Engagement partners
Collate and develop all operational leadership team connection content aligned to our wider communication strategy
Create and deliver practices which develop and maintain positive working relationships between OVO and its people. Working together with our People team locally activate people engagement activity
Actively participate in discussions by providing a focus on a problem we are trying to solve through the lens of our people’s experience, helping the Senior Leadership team to peel back layers and uncover root-cause of risks or issues caused by poor experience
Attend regular catch ups with People Engagement Partner to align on comms priorities
Monitor and measure the effectiveness of communications
Be the operational point of contact to central People Engagement team for crisis communications and sensitive announcements
Empowering people – Work through output and engage stakeholders to work on responses and plans for suggestions
Coordinating workshops and working groups that implement improvements from People feedback
Peakon action planning – Pre and post peakon planning with all areas of Customer Resolution and Care. Engagement of all stakeholders and work and publish pre and post planning
Engagement activities – Work with wider Care and Customer Resolution on all engagement plans and initiatives, have a clear strategy for this over the year and work on communication of these plans
Build an understanding of the key needs for Care and Customer Resolution including well being, belonging, volunteering, roadshows and engage in employee and people retention activities including some exit interviews

You’ll be a successful Business Operations Manager here at OVO if you…

Expert-level writing and editing abilities
Proficiency in presentation software (PowerPoint, Keynote)
Experience with digital communication platforms
Understanding of data analytics for measuring communication effectiveness
Champions the benefits of local engagement and through your own passion, builds support and commitment to ideas
Experience in collecting and exploring views from a wide range of colleague groups – and interpreting comments, to drive valuable insight and actionable recommendations
Ability to work independently, often in an ambiguous state, and prioritise competing demands
Can create a compelling picture of what success could look like. Can frame ideas in business outcomes and benefits and inspires others behind these
Using strong emotional intelligence and interpersonal skillsCan build strong relationships and bring together participants with different skill sets, – in doing things differently to achieve better results
Can own and drive activities through to completion delivering targeted benefits – balances delivering some activities themselves with delivering results through others
Shows exceptional judgment and discretion with confidential information
Strategic thinker with strong business acumen and excellent attention to detail

Ideally you will have…

Strong organisational and project management skills
Knowledge of video production and virtual event management
Experience in a large headcount environment supporting a large retailer
Calm under pressure and able to manage tight deadlines

Let’s talk about what’s in it for you

We’ll pay you between £37,520 and £49,530, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

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.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer:

For starters, you’ll get 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

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

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.

Oh, and one last thing…

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..