IPPM Assurance Advisor (Collections)

Role OVO-View

Team: OSP Oversight & Strategy

Location: Hub based! Bristol or Glasgow

But you have the flexibility to work wherever suits you best.

Salary banding: 25086 - 32000

Experience:Mid-level/Expert

Working pattern: Full-Time

Reporting to:IPPM Assurance Squad 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 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 or Glasgow; 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:

Were hiring world-changers. From decision makers to strategic leaders every role were hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

This role is mandated by Ofgems Guidance on Involuntary PPMs and is necessary to make informed decisions on all IPPM processes where either a mode switch or warrant are required ensuring that it is 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 will involve handling calls from external Warrant officers therefore it is important that we act professional at all times ensuring that we utilise data protection to ensure we are engaging with the right person. You will be required to make decisions where limited information is available therefore it is essential that you are able to think dynamically to protect customers from harm.

The role also calls for the IPPM Assurance Advisor to independently listen to calls and/or review DCA footage through either audio or video and score them against an existing QA framework. You will need to be able to make an assessment whether that call would be suitable for the account progressing to IPPM or if we need to stop. You would then be required to evidence the call in a predefined feedback form explaining why they chose to progress or stop IPPM.

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 best in class decisions 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 great customer outcomes by personally setting the standard for consistent and effective decision-making.

Within your first 3 months month youll

• Successfully achieved full accreditation against Call listening and SWV scoring standards
• Successfully completed training and will be actively conducting Pre IPPM SARP checks and mode switches with high levels of accuracy
• Competently carried out calls from Warrant Officers providing best in class service and well considered warrant decisions in a timely manner

Youll be a successful IPPM Assurance Advisor (Collections)here at OVO if you

You will have:

• Exceptional decision-making skills including regarding matters where limited information is available.
• An 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.

Ideally you will also have:

• Experience in dealing with Regulatory Engagements
• Collections understanding

Lets talk about whats in it for you:

Well pay you between 25086 and 32000 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:

Unclear Seniority