Schedule Refinement & Dispatch Specialist 12M FTC

Role OVO-View

12 Month Fixed Term Contract

Team: Fulfillment

Salary banding:  £25,000 - £28,000

Experience: Mid-level/Experienced

Working pattern: Full-Time

Reporting to: Caz Woodland, Schedule Refinement & Dispatch Manager 

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

This role in 3 words: Engaging. Ownership. Decision-maker.

Top 3 qualities for this role: Communication. Organisation. Resilience

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:

OVO's mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal.  We believe in great service that's friendly and reliable.  At the heart of this huge positive change is Field Services.  As part of Operations, Field Services is building a supportive zero carbon community - bringing our members closer to green energy, technology and the guidance they need to make change happen.   You’ll be part a team of Schedule Refinement & Dispatch Specialists, as part of a National Schedule Refinement & Dispatch function within Fulfillment.

This role in a nutshell:

You will be responsible for the book of work from two days before the appointment right through to the day of installation. You'll help to provide a first-class service to customers who have booked an appointment with us. Answering calls, covering the live chat and future technologies that will be received and making decisions to determine the most appropriate response to minimizing customer inconvenience and maximizing the number of jobs issued every day. You will be the first point of contact for engineers, dealing with a large amount of jobs which you will need to prioritise. Make decisions as to what resources are needed and communicate with engineers and Team Managers to deliver the best service you can with the resources available.

Your key outcomes will be:

• Maintain regular contact with engineers, updating the schedule where appropriate, to minimize reschedules, broken promises, missed appointments and customer inconvenience. Update systems to reflect short-notice changes in engineer availability. 
• Mobilise appropriate resources to maximise productivity each day, complete vital checks and record reasons why jobs failed or could not be issued. 
• Work closely with other SRD Specialists to find solutions to jobs that are, or could be, in jeopardy. 
• Communicate effectively and professionally with partners via phone, email and chat system. Where applicable, update the internal system to confirm the outcome of conversation and revised appointment details. 
• Contribute towards building positive working relationships with our SRD Specialists & field stakeholders. React positively and professionally in relation to any coaching and feedback and actively support the continuous improvement of systems, processes, and people.
• To supervise your area and ensure the completion of work intervening, where appropriate, to ensure that appointment times are met throughout the course of the day.  
• To Participate in daily or weekly calls with stakeholders and provide awareness of any issues that are preventing your area from being successful. 
• To actively participate in team meetings, workshops, focus or working groups, suggesting where appropriate any changes to existing working practices to promote better customer experiences and more consistent levels of efficiency. 
• Refer any matters to the SRD Team Manager that you can’t deal with yourself. 
• Participate in face to face team meetings and one to ones at least once a month which will be in one of our HUBS (Bristol, London or Glasgow)
• Proficiency in basic digital literacy is needed and you will also be required to quickly learn and adapt to new and existing industry technologies.
• Following predefined processes when using the systems and working in a consistent way to ensure a minimum standard is maintained.

Systems: Competent in Google Suite

You’ll be a successful Schedule Refinement & Dispatch Specialist here at OVO if you…

• Are comfortable working alone and with minimal direction and contributing to a successful team environment remotely. 
• Be reactive and proactive by working smarter not harder. 
• Are very organised and enjoy a methodical way of working, with great attention to detail. 
• Enjoy a really positive and fun atmosphere (and can create one where its missing)
• Operate efficiently & effectively to sustained pressure and frequent change, reacting calmly and maintaining clear focus. 
• Can actively listen to information provided by a number of different stakeholders. 
• Work towards agreed targets and critical metrics
• Ability to work under pressure and towards tight deadlines, and able to operate in a reactive environment.

Let’s talk about what’s in it for you

We’ll pay you between £25,000 and £28,000, 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..