Paygo Quality and Performance Business Lead

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?

You will be working within Quality and Performance to drive excellence into both our Outsourced Service Providers and any related internal support teams to ensure that we deliver outstanding customer service through the execution and implementation of the operational strategy.

What will I be doing?

You will be responsible for leading a team, working with our Outsourced Service Providers. Working collaboratively with them to achieve key metrics on performance and service.

You will ensure they are achieving pre-agreed KPIs and quality standards through a full understanding of trends and analysis of data. You will effectively manage and drive a culture of caring for customers, keeping it simple and getting it right the first time.

You will also play an active role in assessing operational risks based on the data and taking appropriate actions to support the OSP and business, intervening as needed.

With a deep understanding of the business and how a balanced scorecard drives performance, the Q&P Manager will continuously monitor and improve the performance of our external partner.

Key responsibilities include:

• You are able to lead discussions and debates using the data and insight, and give recommendations on how we intervene and nurture our outsource sites.
• Overseeing quality and performance of your area, providing feedback to key stakeholders to influence and deliver development requirements for the business area
• Taking a continuous improvement lens to everything, proactively managing stakeholders to deliver the best outcomes for the business.
• Supporting your business area with escalated issues, taking ownership until resolved.
• Supporting risk framework development and maintenance.
• Champion a culture of continuous improvement
• You must be able to communicate clearly and can deliver clear, professional, and confident presentations to a wide range of stakeholders.
• You will proactively manage stakeholders to deliver the best outcomes for the business.

Is this the job for me?

To achieve success in this role you must be able to work with our Outsourced Service Providers to embed Ovo culture. You will:

• Highly curious & resilient; a self-starter, with a proactive, positive mindset.
• Brilliant relationship builder, willing to challenge the status quo.
• Strong personal impact, you can communicate with confidence and credibility
• Proven outsource management experience gained in a fast-paced, progressive environment.
• Strong leadership skills, you are a role model for others.
• Strong commercial acumen and highly developed analytical skills to investigate, design and deliver interventions and strategic plans.
• Strong operational focus, you use data for a purpose to make a difference
• The ability to understand project detail / complexity and translate this into management information

Ideally you will have:

• A demonstrable record of your own high quality work in your field
• Experience driving Quality performance within a team environment
• Experience of managing an operational team

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