EV Senior Customer Support & Operations Manager

Role OVO-View

Team: Commercial OVO Drive

Location: Hub based! Bristol London or Glasgow

Salary banding: 52220 - 70000

Experience: Expert

Working pattern: Full-Time

Reporting to: Director of EV

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

This role in 3 words: Strategic customer-obsessed leadership

Top 3 qualities for this role: Cross functional influence operational excellence strategic leadership

Where youll 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.

Youll 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 humanitys biggest challenges the climate crisis. And we know it takes all of us to change the world. Thats 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 youll be joining plays a gigantic role in making that happen. Heres how:

Embedded within the Commercial Team at OVO energy youll play a key role supporting the delivery of Plan Zero through our OVO Drive business.

The energy industry has changed a lot in recent years and we dont expect that to stop any time soon. OVO Energy is changing too - were more than just an energy supplier were leading the way in showing our customers the energy world of tomorrow. By creating innovative technology were helping customers manage their energy better decrease their bills and drive their electric vehicles further - all whilst improving our planet for generations to come.

EV is the future for our customers transport and youll play a vital part in our customers path to electrification by leading a department at the centre of customers experience with a responsibility to drive improvements across customer experience and operational efficiency to enable these products to scale.

This role in a nutshell:

Part of the OVO Drive leadership team in this role youll shape the operational backbone of OVOs most pioneering products driving the strategy systems and team culture that enable us to scale with excellence.

Youll be responsible for end-to-end service operations across our EV and home portfolio covering customer support service design complaints resolution and operational enablement. Youll lead a high-performing team develop future leaders and collaborate across the business to ensure ops support is synonymous with outstanding human-centred service.

This is a pivotal leadership role accountable for customer service & operational performance budget ownership risk management all within a fast-moving highly innovative area of the business. If youre passionate about building for scale leading through change and creating brilliant experiences for customers and teams this could be your perfect next step.

Your key outcomes will be:

• Set the vision for our EV operations: Define and deliver a long-term operating model that scales with product growth while maintaining world-class service.
  
  
• Champion customer-first culture: Lead our Voice of the Customer programme embedding real-time feedback loops into every level of the organisation and keeping the customer at the heart of product and policy decisions.
  
  
• Lead high-performing teams: Inspire coach and develop leaders across customer support operational excellence coaching and complaints growing capability while building strong succession.
  
  
• Operational ownership: Drive continuous improvement automation and digital tooling to boost efficiency and CX reducing cost-to-serve as we grow.
  
  
• Own risk compliance & governance: Ensure all operational activities are compliant and risk-managed acting as a senior escalation point and leading root-cause remediation for any incidents.
  
  
• Strategic stakeholder influence: Act as the central support operations partner to Product Tech Legal PR Kaluza and more ensuring were ready for launch able to scale and aligned on the customer experience.
  
  
• Service excellence for high-value customers: Define and deliver premium SLAs and service wrap to support strategic customer segments and partnerships.
  
  
• P&L and budget ownership: Lead resource planning forecasting and cost control across the department owning and optimising your budget.
  
  
• Technology and tooling strategy: Lead on roadmap decisions and own the Zoho CRM relationship ensuring our systems enable our service ambitions.
  
  
• Business readiness and change delivery: Ensure your teams are prepared for change fully briefed on upcoming shifts and integrated into go-to-market plans.

Youll be a successful EV Customer Support & Operations Manager at OVO if you

• Bring significant senior leadership experience in customer operations or service delivery ideally in a high-growth regulated or tech-enabled environment.
  
  
• Are a strategic thinker and hands-on operator equally comfortable in board-level discussions and deep operational reviews.
  
  
• Have proven success leading teams through change with a track record of developing senior talent and creating high-performing cultures.
  
  
• Love working cross-functionally you know how to influence align and lead without direct authority.
  
  
• Are passionate about customer experience and excited by the chance to shape service around products that are still evolving.
  
  
• Have experience managing budgets and commercial targets and you understand how to balance cost quality and customer outcomes.
  
  
• Are comfortable with ambiguity and complexity you can create clarity and structure even in fast-moving environments.
  
  
• Bring strong systems thinking and a pragmatic approach to tooling automation and data-led decision making.

Lets talk about whats in it for you:

Well pay you between 52220 - 70000 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.

Youll 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 OVOand theres flex pay. Well 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 weve put at the heart of our offering add to your pension or even take it as cash.

Heres a taster of whats on offer:

For starters youll 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 others 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. Its up to you.

Oh and one last thing...

Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you!

If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible.

Required Experience:

Manager