People Services Advisor (m/w/d)

Job Description

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:

As a People Services Advisor you will be working in the People Services team that sits within the People Hub, providing a high quality service to our people. You will be responsible for ensuring a customer focused, inspirational, timely and accurate service is provided to our 4,500 colleagues across all areas of the business.

This role in a nutshell

In this role, you'll work closely with the People Services Manager and Senior People Advisor to deliver an engaging response to people-related queries whilst constantly looking to evolve and improve the service and experience we provide. This role will have direct responsibility to manage the queue of enquiries we receive, ensuring that our response gives a great experience and supports our people, and constantly beats our service levels.

What will I be doing?

• You will be the first point of contact for HR queries and provide a great experience for our people across the business by responding to their questions
• You will look to really bring your own experience, take and personality to the role and use this to achieve daily targets
• You really care how our people feel and understand each question is treated as a priority
• Have a deep understanding of end-to-end people processes, including our policies and procedures, and continually look for ways to improve how we work
• Use Workday as our system of choice to support our people and maintain their data
• Use Jira to support you with managing your workload and ensuring we deliver an exceptional experience
• Work with the Senior People Advisor to resolve complex queries
• Work with other members of the People Team to support them
• Maintain relevant content and policy documents to ensure accuracy
• Be the change agent to coach and upskill our people on how they can access data and give them the support they need
• Actively seek opportunities to drive process and/or content improvements
• Continuously share knowledge and best practices within the People Services team to improve team collaboration and service delivery as a team

Your key outcomes will be

• Colleague satisfaction rate
• Achieving individual daily targets
• Achieving team weekly and monthly targets
• Queries answered better than service level
• Spotting trends in queries and providing training to educate the business and drive down queries in that area

Systems

• Jira Service Desk
• Workday

You'll be a successful People Services Advisor here at OVO if you...

We want you to bring your personality to work. You will be a strong communicator who really cares about the experience you give colleagues. You will be someone who is able to build strong relationships easily whilst prioritising what's important.

You will have previous experience working within a similar HR team, be system and data savvy, and you have the ability to learn how to use Workday and Jira to help you do your job better (training will be provided). In your previous roles you will be able to evidence where you have delivered an excellent people experience, and a high quality, customer oriented service to meet SLAs and KPIs. You will be a natural people person with the drive to help our people and share our ambition of delivering a world class employee experience

Ideally you will have

• Experience working within HR or HR Operations
• Experience using company policies and procedures and applying them to the situation at hand
• Positive attitude and willingness to go above and beyond for our people
• Competence in using People / HR Workday modules (or similar HRIS)
• Experience of using Jira (or similar) ticketing system
• A proven track record of delivering high quality, people orientated services to meet required SLAs and KPIs
• Strong written and verbal communication skills and the ability to build working relationships
• Results focussed with the ability to manage competing priorities and multiple stakeholders
• Excellent problem solving skills
• Strong team player
• Proactive in achieving results and seeking improvements
• Attention to detail and an ability to work towards tight deadlines in a fast paced environment

Qualifications

• Ideally working towards a CIPD qualification or a Bachelor's degree in Human Resources (or practical experience which provides the equivalent level of HR understanding)

Let's talk about what's in it for you

We'll pay you between ??25,086 and ??32,000, 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

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.