Head of Customer Care - Complaints Oversight FTC

Role OVO-View

Location: Hub based! Bristol, London or Glasgow

But you have the flexibility to work wherever suits you best

Team: Oversight 

Salary banding: £70,000 - £109,200

Experience: Expert

Working pattern: Full-Time

Reporting to: Jody Chick, Head of Complaints 

This role in 3 words: Value Delivery, Dynamic, Collaboration

Top 3 qualities for this role: Culture Builder, Agile, Strategy

Duration: Fixed Term - Up to 12 months (career break cover) 

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:

In Account Management, 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 a member of the OneCare senior leadership team, you’ll take overall responsibility for developing and maintaining policy, procedures, and standards for complaint handling, including developing and maintaining feedback channels to the various goal-aligned teams. 

You will thrive on high levels of accountability and aligned autonomy while navigating ambiguity. You will bring people together to deliver both functionally for the complaints department and across end-to-end operations and business via customer complaint insights and trends. 

You’ll work collaboratively across the business, building trusting relationships and helping put the customer at the heart of OVO’s decision-making. 

You will be confident in senior-level forums, able to simplify complexity for easy consumption, and able to communicate across the entire organisational landscape at all stakeholder levels.

You’ll be a role model for your team, embodying OVO’s leadership qualities. You’ll champion initiatives that support OVO’s culture within the business and externally for our customers. This includes Belonging, where you’ll take accountability for moving the dial on diversity & inclusion within your area of responsibility.

Your key outcomes will be:

• Inspire and empower a cross-functional team supporting customer and business outcomes. 
• Responsible for the end-to-end complaints policy, standards, and experience delivery, ensuring these are iterated and developed in accordance with customer and regulatory requirements.
• Providing oversight to functional areas and wider business on delivery of complaints handling through end-to-end reporting, performance, and service delivery tracking, providing intelligent insights that highlight risks and drive business action. 
• Collaborate across the business, bringing to life analysis on complaints trends, highlighting areas for focus and improvement, influencing prioritisation of delivery through various functions and value streams, and driving a call to action. 
• In partnership with key stakeholders, lead the definition of the executable Complaints Strategy, including the establishment of goals, performance conditions, and business plans.
• Accountable for opex costs within complaints management of budget and operational plans. 
• Responsible for policy across Care/ Complaints, working closely with compliance and regulations alongside risk and control management, feeding into Ovo Policy Governance for Customer Contact, Complaints & Redress, and ensuring relevant procedures are operational and kept up to date.  
• Lead on external engagement or requests from regulatory bodies or third parties such as the Energy Ombudsman, Citizens Advice & others. Validating the information shared and working collectively to improve customer outcomes. 

You’ll be a successful Head of Customer Care Complaints Oversight at OVO if you…

• Enjoy working collaboratively with teammates to champion peer-to-peer support and coaching.
• Thrive off solving others’ problems, going above and beyond to keep our customers happy and our people engaged
• Are an authentic, transformational leader who is strong at balancing strategy and execution. 
• Have proven experience working in a complaints / regulatory environment. 
• Ability to manage conflicting priorities whilst ensuring your team still delivers what’s expected. 
• Are comfortable with a constantly evolving landscape, adapting where needed - flexibility is key to succeeding in this role.
• Build strong working relationships quickly
• Embrace challenges and be comfortable rolling up your sleeves when needed
• Have a curious approach - you’re always looking for a better way to do things.
• Do what’s right. You’re comfortable facing difficult situations, confident, and challenging when things don’t feel right.
• Enjoy building something great. You continually challenge yourself and your team to find innovative ways to support our customers and our people, keeping them at the heart of everything you do.
• Decision making based on impact assessment balancing business and customer outcomes. 
• Ability to work with support/challenge the business to deliver against our policies in the correct way. 
• Ability to engage with senior stakeholders, facilitating information exchange and exerting influence on broader business decision making. 

Let’s talk about what’s in it for you

We’ll pay you between £70,000 and £109,000 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’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..