Smart Operations Team Lead

We’re making zero carbon happen We’re OVO Group, a big family of companies united by a single vision: to get to zero carbon, fast. We call this Plan Zero – and it shows how we’ll be fighting the climate crisis and transforming the way people use energy over the next decade. To do this, we need the sharpest minds. Are you up for the challenge? Do great green things with OVO Energy So much has changed since we launched in 2009. Our goal remains the same though: make energy cheaper, greener, and simpler. Just as it was on day one. Everyone belongs at OVO Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you. Where in the world of OVO will I be working? This role sits in the Smart Operations function within Smart Metering. Reporting to the Site Support Operations Manager, this is an exciting opportunity to step into a Manager level role and be responsible for a range of Smart installation and maintenance activities. What will I be doing Manage a team (of up to 13) - mixed skillsets and brands (OVO/SSE), therefore you will need to have knowledge across both brands and installation/maintenance processes. Performance Management tracking against the following KPI: NPS, FCR, AHT, critical processes, cases. Ensuring quality targets are met. Manage and collaborate with outsourcing partners and 3rd party suppliers Day to day management of your team, this includes completing 121s as required by your line manager and dealing with any HR issues that may arise Recognise potential in the team and to be responsible for making sure the individual has the correct resources available to implement CIs. Knowledge of Smart metering and processes - to have a basic understanding of all core processes including commissioning, and to understand why we do them and failure management Ensure the right information is in place for reporting, providing the Operations Manager with the correct information for decision making, undertaking trend analysis You’ll support individuals in the team to fulfil their potential through personal development and coaching, as well as providing emotional support You’ll be able to adapt to change and to deliver it to the team in a way that encourages them to be on board with the vision Process Management - manage teams’ process/work item allocation and ensure daily/weekly completion targets are met Work collaboratively with all teams, ensuring that Smart Operations are working in the most efficient and productive ways possible. Escalate issues where necessary, working with incident managers to resolve from beginning to end, including closing off incidents Demonstrate a mentality that always thinks about ways to improve, and continuously questions ways of working. Be the advocate for change and facilitate them Is this the job for me? Ideally you will have: A proven track record of being an experienced leader (minimum 2 years as a line manager) Experience of working within an Operations area in the Utilities sector Knowledge and experience of Smart metering and performance management Experience in process improvement Thinking quickly on your feet and having to make decisions regularly on what to do next for the team/department Experience in time management Strong communication skills Experienced in coaching Let’s talk about what’s in it for you We’ll pay you between £26,000 and £40,000, 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 may be eligible for an on-target bonus. 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 healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith 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 donationsFor 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 chargersFor 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. 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!