Role OVO-View
Team:
Partnership Operations
Salary banding:
£31,541 - £36,602
Contract type:
OVO / Joint Agreement
Experience:
Expert
Working pattern:
Full-Time
Reporting to:
Julie McClelland, Partnership Operations Off-Shore Strategy Lead
This role in 3 words:
Engaging, Ownership, Decision-Maker
Top 3 qualities for this role:
Communication. Organisation. Resilience
Closing date:
5th November at 5pm.
Your next OVO adventure:
At OVO, we recognise that great people are already working with us across all of our brands. Find out more below about whether this role might be the next part of your OVO adventure.
You may not have all of the skills and experience boxes ticked, but if you think you have much of what we’re looking for, then we’d love to hear from you.
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:
This role in a nutshell:
As OSP Support you'll be responsible for supporting our Outsourced Service Providers within the world of Partnerships Operations, working collaboratively with them to provide work, support, training and feedback to help them with achieving key metrics on performance and service. You'll work closely with our OSP Quality Assessors facilitating weekly and monthly quality calibration sessions to ensure expectations are met and understood. You’ll Foster & embed an agile, digital-first culture that creates an environment which enables achievement of courageous targets.
Your key outcomes will be:
- Identify support and training needs including any new tasks to be transferred to OSP.
- Create training material and work instructions to equip OSP with the knowledge and know-how needed to complete the tasks.
- Deliver training sessions to transfer knowledge and the how to and facilitate refresher sessions as and when required.
- Daily preparation and allocation of work to OSP across various channels.
- Monitor OSP support chats and work to resolve queries quickly and accurately.
- Hold quality calibration sessions with OSP QA's to ensure expectations are understood and that there are no knowledge gaps.
- Carry out monthly check the checker audits to test QA's audits to ensure confidence in scoring.
- Carry out quarterly process audits to identify any gaps or weaknesses and opportunities for improvement.
- Thrive amid moving parts: Balance daily operational fire-fighting (allocating queues, unblocking partner queries) with structured, long-term project deliverables without letting quality slip.
- Lead with a problem-solving mindset: Approach roadblocks resourcefully, dive into root causes, and bring practical recommendations to the table rather than just escalating issues.
- Be an ambassador for the work we do with our OSP's helping to build great working relationships, collaborative working with onshore and offshore.
Systems:
Pravda, Pips, Google Suite, Kaluza
You’ll be successful in this role if you…
- Are an ambassador for Partnerships Operations and take pride in our service delivery with a drive to achieve excellent quality results.
- Enjoy collaborating at all levels
- Are comfortable at juggling multiple things at once! There will be a lot of variety.
- Love solving complex problems and making a difference through delivery.
- Passionate about improvement and getting things right for our customers. Proactively searching and discovering new opportunities to enhance our capabilities.
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