Zero Carbon Living Squad Lead

Role OVO-View

 

Team: Customer Care

Location:  Glasgow - Hub Based 

Salary banding:  £33,000 - £41,000

Experience: Experienced

Working pattern: Full-Time

Reporting to: Group Leads

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

This role in 3 words: Empowering, Visionary, Accountable

Top 3 qualities for this role: Authentic, Adaptable, Communication

Closing Date: Friday 4th July @5pm 

 

In the words of the team, you should leave your current role for this one because….

By joining the team you’ll play a pivotal role in the realisation of our plans, which empowers our people to deliver great customer outcomes through connection!

 

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:

 

Working within OVO’s award winning Contact Centre, this role is a position responsible for delivering the optimum blend of efficiency, great people experience and supporting delivery of the exceptional service which our OVO customers expect.

Our model enables us to treat customers as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve customers’ queries as quickly as possible, with the best level of service, in an award winning working environment for our people.

Squadlife isn’t just a Team of people working together for a common carbon reduction future, it's a culture and a mindset. To thrive in this world our people need to enjoy a truly autonomous culture, and feel comfortable with taking responsibility to self manage and share decision making authority at the front line. 

We test and learn with a continuously iterative approach to our work, searching for opportunities to deliver customer value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our people are encouraged to try new approaches, learn and adapt quickly. We embrace challenges, continuously provide feedback and pro-actively seek opportunities to improve, innovate, and progress towards a zero carbon future. 

 

This role in a nutshell:

As a Squad Lead in OneCare, your role is to coach and develop a team of Advisors to deliver and maintain an outstanding customer experience against ambitious customer goals. With agility at the core, you will utilise data and performance insights to assign work, manage and deliver a best in class employee experience, investing in our people to realise their true potential.  You will be naturally curious, challenging the norm and always searching for new opportunities to be better for our customers.

Your key outcomes will be:

• Lead, engage and coach a Squad of Advisors, applying our OneCare Principles to deliver great business, customer and people outcomes, creating a leading place to work. 
• Leverage our technology, data and insights to monitor and manage Squad performance, continuously searching for opportunities to improve. 
• Responsible for executing our progressive People policies appropriately and disciplined in giving candid feedback on core behaviours and standards.
• Partner with Forecast & Planning team to dynamically manage capacity and overflow, ensuring you own our customers needs end to end, and take pride in getting it right the first time. 
• Accountable for using your power to make decisions that saf