Welfare Officer (Involuntary PPM)

Role OVO-View

Team: OSP Oversight & Strategy

Location: Hub based - Hybrid for all

Salary banding: £38,300 - £55,147

Experience: Mid-level/Expert

Working pattern: Full-Time

Reporting to: Dan Burns - Quality Assurance Operations Lead

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

This role in 3 words: Interesting, Decision-maker, Empowered

Top 3 qualities for this role: Great decision making, Attention to detail, Great communication skills

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 working directly with Ofgem to articulate how and why we've made decisions which directly relate to our customers, ensuring we enable the best service possible.

This role in a nutshell:

This role is mandated by Ofgem’s Code of Practice on Involuntary PPMs and is necessary to make judgement calls Edge Cases - those situations where it is on the boundary of Safe and Reasonably Practicable to install or mode switch to a prepayment meter for non-payment. It involves a requirement for the highest standards of personal decision-making.

The role also calls for the Welfare Officer to lead teams who will also be making key decisions of the suitability of progressing to an Involuntary PPM installation or mode switch. Teams must be led, coached and supported to make consistent, compliant and effective choices, assessing and evaluating information often leading to complex and subjective decisions.

This role will be high profile and will need someone who can clearly and openly articulate how and why we have made decisions. This will involve transparency regarding any failures or poor judgements, why they may have occurred and our remedial steps, including customer compensation, to reduce the prospect of subsequent poor outcomes for customers.

Your key outcomes will be:

• Delivering and overseeing a best in class decision-making framework to ensure that OVO remains compliant with Regulatory standards and Supply Licence Conditions relating to the installation of prepayment meters under warrant or by using SMART meter mode switches for non payment
• Delivering great customer outcomes by personally setting the standard for consistent and effective decision-making

Within your first 3 months month you’ll:

• Have helped to establish a high performing independent assessment team for Involuntary PPMs
• Delivered the first round of support for Ofgem’s monitoring process
• Supported the development of our internal end to end journey monitoring

You’ll be a successful Welfare Officer at OVO if you have...

• Exceptional decision-making skills, including regarding matters where limited information is available
• A sound understanding of the regulatory and legal requirements for collections and the wider retail business
• Excellent written and communication skills
• Excellent team working and influencing skills as you will work closely with various parts of the business as a critical friend

Ideally, you will also have:

• Experience in dealing with Regulatory Engagements
• Previous experience in audit

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

We’ll pay you between £38,300 - £55,147, 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. 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..