Community Forum Manager

Role OVO-View

Team: Account Management Social Media Team

Salary banding:  £28,000 - £41,000

Experience: Mid-level/Expert

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

Working pattern: Full-Time / 12 Month Secondment 

Reporting to: Hazel Heeley -  Digital Services Group Lead

Talent Acquisition contact: Parveen Bhangu

This role in 3 words: Customer, strategy, web    

Top 3 qualities for this role: Able to build relationships with colleagues and customers, analytical, problem solving   

In the words of the team, you should leave your current role for this one because….

“Working on the forum is really varied and interesting. You get to speak to people from all sides of the business and play in part of helping green tech knowledge sharing”

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's 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 you’ll be joining plays a gigantic role in making that happen. Here’s how:

We’re hiring community builders, who are able to work with colleagues throughout the business and inspire customers to share their own experience of green tech to help others on their journey to zero carbon living.

This role in a nutshell:

You will be responsible for the OVO Forum platform, its moderators, content and its community of members (the general public). The aim is to encourage knowledge and help visitors find helpful green tech content.

Your key outcomes will be:

• Being responsible for the relationship between OVO and Gainsight, ensuring platform stability and the deployment of new features and integrations.
• When required you will recruit, train and manage a team of Forum moderators and maintain service levels for new activity, emails and the Forum Support channel. 
• Engage and form relationships with Forum visitors to cultivate a sense of community and knowledge sharing, and host engagement activities such as in-person and online events. 
• Handle new and existing OVO Forum content, to minimise miss-advice and reputational risks and to drive greater ROI through contact deflection. 
• Monitor and report to senior team members on insights generated through the Forum.
• Support other business goals and needs via product ideation, functional groups and Path to Zero initiatives.
• Build and implement the Forum strategy aligning with the overall OVO strategy
• Boost brand awareness and promote zero carbon living to Forum visitors
• Coordinate with Product, Marketing, Communications team, Risk and Compliance as well as the operation to ensure consistency across brand
• Scope out and build new Forum content ensuring this is relevant, engaging and aligns with business strategy

Within your first 3 months month you’ll:

• Be up to speed on how to lead the Forum platform, processes and key team members
• Maintain content helpfulness scores and implement initiatives to increase these scores
• Have established relationships with all of our top forum members and maintained the size of the super user group
• Know your team of moderators, how they work best and what support each one needs to be at their best
• Be known in the business as the go to person for anything Forum related, able to listen to needs and how the forum can support them
  
  

Systems: Gainsight, Slack, Trello

You’ll be a successful  Forum Community Manager at OVO if you…

• Are comfortable speaking with customers directly, in person, via online meetings and via public and private forum channels
• Are analytical and able to learn multiple web analytic tools and reporting practices
• Enjoys being the face of the Forum to colleagues, able to advise them on what the platform can do to support their needs
• Have previous knowledge of working with Forums and how they run
• Are a people person able to lead, mentor and encourage others
• Are curious and want to learn more about other areas of the business to benefit Forum members

Let’s talk about what’s in it for you

We’ll pay you between £X and £Y, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll 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 OVO…and 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 starters, you’ll 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, 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 charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on 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 other’s 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. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you! If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..