Vulnerable Customer Programme Manager

Role OVO-View

Team: Vulnerable Customer Team

Salary banding:  £42,230 to £55,000

Experience: Expert

Working pattern: Full-Time

Reporting to: Steve Donovan - Vulnerability Strategy & Oversight Manager

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

This role in 3 words: Ownership. Fast paced, and Agile

Top 3 qualities for this role: Organised, Empathetic, and Inclusive

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. Please note that this role will require regular travel across the UK. 

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:

Customers play a huge part for us in Plan Zero and the work you’ll do will help drive progress under this pillar. We know we have a responsibility as an industry to help customers with the challenges they face and find the right outcomes.

This role in a nutshell:

As Vulnerable Customer Programme Manager, you will be our champion ensuring OVO is delivering positive outcomes for all customers in vulnerable circumstances, through an inclusive design and delivery approach. Delivering our place based approach to extend our reach to non engaged customer groups, building organic trust through local influence, physical presence and practical support. Hosting in person energy advice events with our partnership network helping us to generate positive engagement and support from stakeholders, media and public through demonstrable activity. 

This role is a high profile role within the organisation, working across all key business areas including Operations, Corporate Affairs, Commercial, CX and Regulation, as well as representing OVO in key external stakeholder relationships and forums on a regular basis.  The role will require regular travel across the UK, existing place based projects in place at four locations; Inverness, Glasgow, Newport and Bristol with plans to expand to additional locations in 2025 and beyond.

Your key outcomes will be:

• Owning and iterating OVO’s programme of work for its place based approach to supporting customers in vulnerable situations
• Creating community events and building relationships with local groups and communities whilst working closely with our existing partners to maximise the support being delivered to customers
• Creating new programs that support the vulnerable customer policy
• Preparing, managing, coordinating and participating in support sessions, events and related stakeholder engagement plans ensuring successful engagement with the relevant community
• Engaging the relevant OVO colleagues to support - and to help them engage on a micro local level
• Synchronising day-to-day coordination of community events and stakeholder engagement
• Helping connect customers to appropriate services and manage customer journeys to solar, energy expert visits, ECO, GBIS or external grants etc for improvements.
• Managing the program's budget, monitoring costs, and ensuring timely delivery
• Maintaining communication with program collaborators, and meeting with stakeholders to discuss program status
• Owning and iterating external partnership and membership strategy ensuring that we are prioritising relationships based on clear value return to maximise time and cost benefits

Within your first 6 months month you’ll:

• Define a clear single overview strategy and forward working programme for building trust through OVO in the community
• Provide business leadership with a regular and holistic view of vulnerable customer outcomes delivery, supported by robust insight, to highlight key risks and value return opportunities
• Create business alignment against common goal/principles and agreed joint priorities, with clear lines of delivery accountability and roadmap to support
• Maintain an external position for our support of vulnerable customers, aligned to our business strategy and focus, where any investment has a demonstrable value impact

You’ll be a successful Vulnerable Customer Programme Manager here at OVO if you…

• Confidence leading the way. You’ll inspire the team to rally together, tackle challenges, and steer towards success.
• Clear, engaging, and adaptable with communication.  Know how to adjust messages depending on whether you’re chatting with industry experts, senior leaders, or community volunteers, ensuring everyone is on the same page.
• With a knack for juggling, you manage multiple projects like a pro. An expert in balancing tasks, timelines, and resources while ensuring nothing drops.
• A heart of gold! Understanding team dynamics and individual motivations helps create the meaningful results for customers.

Let’s talk about what’s in it for you:

We’ll pay you between £42,230 and £55,000, 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. We'll 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 we've put at the heart of our offering, add to your pension or even take it as cash.

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, 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 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..