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
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