Squad Lead/Team Leader Glasgow, Scotland
Job description
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?
Our new Account Management model enables us to treat members as individuals, understanding their needs in a personal and relevant way. Our aim is to resolve members' 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 colleagues 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 member value in a continuously changing market, but with Plan Zero at our core. Learning culture is important at OVO, our squads 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.
What will I be doing?
As a Squad Lead in our Account Management function, your role is to coach and develop a team of Advisors to deliver and maintain an outstanding customer experience. With agility at the core, you will utilise data and performance insights to assign work and deliver a best in class employee experience.
Key responsibilities include:
- Lead, engage and coach a Squad of Zero Carbon Living Advisors, using agile ways of working to create a leading place to work.
- Use data and insights to monitor squad performance, continuously searching for opportunities to improve
- Working with Forecast & Planning team & Squad Resource Lead, accountable for day-to-day management and allocation of work, availability and utilisation and facilitation of meetings as appropriate (e.g. daily Stand-ups & Retros)
- Represent the voice of the customer to drive to continuous improvement efforts in both squad ways of working (collaborating with Coaches) and customer experience
- Working closely with Chapter Leads, collate, prioritise and implement continuous improvement ideas from the Squad
- Work collaboratively with other Squad Leads in the Group to continually enhance the customer experience and OVO's progression towards Plan Zero
- Lead by example by stepping in to support the Squad with customer contacts & escalations.
Is this the job for me?
Our customers are at the heart of everything we do. We're looking for people who thrive off solving others' problems and who are willing to go above and beyond to keep our customers happy and our people engaged.
You should be an authentic leader and experienced multitasker. Someone who could easily maintain high performance across conflicting priorities but who also isn't afraid to step in and support conversations with members when there is a need. Working at OVO is fast-paced; there is a lot to learn, so it's a huge plus if you're a quick learner and able to retain a wealth of information.
Most importantly, you'll share the values that have driven our achievements so far;
Find A Better Way - Do you have a curious mindset, determined to find a better, simpler and more efficient way of doing things? Do you collaborate well with others to solve problems and come up with solutions? Can you balance pace with attention to detail and effectively prioritise tasks?
Do What's Right - Do you actively listen to others, seeking to understand first and foremost? Are you courageous enough to challenge things when they don't look or feel right? Are you comfortable facing into difficult conversations, giving and receiving constructive feedback?
Build Something Great - Will you continually challenge yourself and others to find innovative new ideas which contribute to OVO's long-term vision. And most importantly, will you put OVO's customers at the centre of everything you do, achieving brilliant results every single time.
Brilliant benefits for a world-changing team
Our people are at the heart of Plan Zero. That's why we offer plenty of green benefits and progressive policies to make you feel at home.
For starters, you'll get 34 days of holiday (including bank holidays).
Then 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 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.
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!
