Live Operations Planning Manager

Role OVO-View

Team: Live Operations (Real Time)

Location: Hub Based - Hybrid for all

Salary banding: £40,000 - £50,000

Experience: Mid Level

Working pattern: Full-Time (including on call and Bank holidays) rotational

Reporting to: Anthony Matthews

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

This role in 3 words: Dynamic, Fast Paced, Decision Maker

Top 3 qualities for this role: Stakeholder Management, Communication, Lateral thinking

Where you’ll work:

Depending on the needs of your business area, we expect hub based people to be in the office at least once a week, and to go to OVO Connection events in-person.

You’ll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; unless your role requires field-based work. Each hub has accessible spaces to park your laptop, is designed to inspire people, help them connect and bring big ideas to life.

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 hiring world-changers that are passionate about improving our customer lives, ensuring they speak, email, whatsapp or chat to the right person at the right time. As a leader in Live Ops you will help OVO deliver its service levels across all departments utilising your skills to get the best possible outcomes across all our metrics.

This role in a nutshell:

Live Ops is the overseer of service delivery for OVO. Supporting our operational colleagues when the going gets a little tough. The Live Ops Manager will be responsible for managing the in-day plan, communicating across the organisation to inform and share insights on intraday performance.

Leading a team of analysts to ensure intraday deployment of resources is enacted to deliver against expected business outcomes and service level targets.

With responsibility for delivering solutions that protect operational service levels, with ownership of the build, maintenance and deployment of the Tactical Playbook, to mitigate against risks and protect the customer experience.

Your key outcomes will be:

• Coaching & develop your direct team working collaboratively with your leadership peer group
• Using your communication and influencing skills to support our very wide stakeholder group to make informed choices
• Delivery of key service metrics such as ASA & Email Turn around time

Within your first 3 months month you’ll:

• Have made at least 5 hires into your team
• Develop an understanding of the OVO landscape - how OVO works and what makes us tick
• Be comfortable explaining all OVO has to offer (including our mission and benefits)
• Be known in your business area as a keen advocate of customer centric outcomes and knowledgeable in your field
• Understand our key systems and technology to help drive efficiencies and new ways of working

Systems: Google application (sheets, slides, mail, chat), Genesys telephony routing, QStory, CCAS

You’ll be a successful Live Operations Planning Manager at OVO if you have…

• Experience of working in a fast pace, complex and innovative businesses that have seen rapid growth and expansion including through acquisitions
• High energy - a proactive ,high performing leader who can can deliver through others and directly
• An ability to influence others and move toward a common vision or goal
• An ability to distill complex messages for senior audiences and facilitate effective decision making
• Experience working in an environment where the days are never the same and the resilience to flex fast with the pace of the day

Let’s talk about what’s in it for you:

We’ll pay you between £38,130 and £54,905 depending on your specific skills and experience.

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. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

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, travel insurance, workplace ISA, will writing services, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home
Get up to £400 towards any OVO Energy plan, plus great discounts on solar, 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.