Quality Manager

OVO Energy ,
Bristol, Bristol
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Overview

Job Description

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. Find out more here. OVO Energy is OVO's flagship brand, offering its pay-monthly customers an unparalleled suite of digital energy services, solutions, and technologies. OVO has smart data capabilities allowing people to take control of their energy and take advantage of our market leading technology. When we launched in 2009, we set out to make energy better. We brought great service, clear information and honesty to the industry. These days our sights are set even higher - and we'd love you to be part of that journey. Where in the world of OVO will I be working? As a Quality Manager, you'll be leading a team of Performance Coaches who are integral to supporting the Customer Service teams deliver an awarding winning service that we can be proud of, to our OVO Energy customers. A service which, most recently, earned us the title uSwitch Supplier of the Year 2019! What will I be doing? You will support the Customer Services department to deliver and implement the strategic quality plan, ensuring there is a quality driven culture across our business whilst driving quality improvement and operational excellence across all areas of the department. You will provide leadership and support in relation to interpreting and implementing the regulatory and quality frameworks, delivering high quality service and making a difference to the lives of our customers. You will lead your team to identify areas for improvements, this includes supporting our front line colleagues and producing action plans to increase the quality of the service we deliver. Working 37.5 hours per week, you will work in line with Operations opening hours which are Monday to Friday between 8am and 6pm. Key responsibilities include: * Day to day management of a team of Performance Coaches (including personal development against Reward Steps framework) * Ongoing management of relationships with outsource QA partners including; * Coordinating calibrations * Monthly site visits * Changes to monthly workloads * Reporting on progress against business case * Creation, implementation and maintenance of applicable QA frameworks across Customer Services for all brands. * High level trend analysis and reporting on Quality and Compliance performance across Customer Services and outsourcers including designing reporting based on stakeholder requirements * Implementation (where necessary) and ongoing development of technical solutions as specified by the business * Provide expert guidance and direction to Operational Managers in relation to quality and compliance. * Initiate, prioritise and manage a process with Operational Managers for reviewing the underperformance in quality and compliance whilst maintaining a focus on the 'coaching culture' * Ensure "Best Practice" is shared across all sites of Customer Services * External representation of OVO/department where required; * CCMA SIG * Hosting/attending BP visits * Ofgem representation * Award applications * Maintain an up-to-date knowledge of regulatory developments and requirements. Is this the job for me? As the Quality Manager of our established Quality team, it is expected that you will be a natural leader, self-motivated and a people oriented person. You will have experience in leading a team and working in a senior quality role, driving quality and compliance across Customer Services and have a true understanding of what good quality looks like. Most importantly, you'll share the qualities that have driven our success so far. Firstly, you're a people person and a team player. You'll be adaptable and a clear communicator, able to tailor your approach dependent on the colleague. It's essential you have: * A passion for customer service and getting it right for our customers * The ability to coach and develop team members to reach their full potential * The ability to influence and lead a team through challenges and change * Strong communication skills and the ability to build working relationships with your colleagues and key stakeholders * A Flexible, reliable & enthusiastic attitude * A Good level of numeracy/literacy * Experience managing third party relationships Life at OVO is pretty fast-paced so you will be comfortable in a quickly changing environment. You will be happy working independently and managing your own time and workload effectively. It would be brilliant if you've worked in the energy industry previously, but it's not essential. There's a lot to learn so it's a huge plus if you're a quick learner and able to retail a wealth of information. You'll be reliable and keen to muck in with the rest of the team. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there's a good chance you'll thrive at OVO... From us you'll get: We understand that there will be a lot t

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