Scheduler Remote
Job description
Location - Within 30 miles of our 3 hubs. Glasgow, Bristol and London. 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? The OVO Group’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. Working in Field Operations (part of OVO Metering) you’ll be part of the planning & scheduling team. . What will I be doing? As a scheduler, 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 minimising customer inconvenience and maximising 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 resource available. Key Responsibilities Maintain regular contact with engineers, updating the schedule where appropriate, to minimise reschedules, broken promises and customer inconvenience. Update systems to reflect short-notice changes in engineer availability. Mobilise appropriate resources to maximise productivity each day, updating records and systems as required to ensure there is an accurate and complete audit trail of which engineer was assigned to what job and, if applicable, reasons why jobs failed or could not be issued. Work closely with other schedulers to find solutions to jobs that are, or could be, in jeopardy. Communicate effectively and professionally with customers via phone, email and web chat. Update system to confirm outcome of conversation and revised appointment details. Deliver best in class service always which will be measured through Customer Satisfaction Scores and quality checks. Contribute towards building positive working relationships with our customers and engineers. React positively and professionally in relation to any coaching and feedback and actively support the continuous improvement of systems, processes, and people. To monitor the scheduling of jobs to operational resources and intervening, where appropriate, to ensure that appointment times are met throughout the course of the day. To participate in daily conference calls for your geographical area of responsibility, provide accurate and complete information to increase situational awareness between the field and office and act accordingly to any decision(s) made by the Team Manager. 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 Scheduling Team Manager that you can’t deal with yourself. To undertake occasional planner duties as and when required by the Planning & Scheduling Manager. Is this the job for me? Essential skills and experience: Proven experience of operating efficiently and effectively, under periods of sustained pressure to deliver good customer outcomes and business results. Ability to assimilate information rapidly Ability to work effectively with others as part of a team Ability to work alone with minimal supervision at times Ability to actively listen and deal with the information obtained appropriately Ability to respond positively to change, reacting calmly and maintaining a clear focus on delivering a first-class customer service. Excellent keyboard skills for speed and accuracy Ability to actively listen and deal with the information obtained appropriately Ideally you will have… Ability and willingness to switch to a variety of tasks Demonstrates a positive and flexible approach in line with the changing nature of Field Operations Let’s talk about what’s in it for you We’ll pay you £24,000, 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 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! 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. If you’re interested in reaching out to any of our Belonging networks at all, you can email them at [email protected].
