Service Desk Coordinator

Job Description

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:

OVO is getting the UK ready for a greener, fairer future. Not only is OVO bringing low carbon tech into homes, it's finding smart ways to cut costs for customers. Behind all this work is Plan Zero: the bold strategy, which sets out how OVO will become a true net zero business by 2035. You'll be working within Customer Fulfilment, as part of our Fleet & Supply Chain team, managing all aspects of our leased or owned vehicles, helping reduce costs, to improve operational efficiency across our business processes and supporting the flow of goods to our engineers.

This role in a nutshell

Fleet and Supply Chain are the backbone of Customer Fulfilment. Sustaining several hundred fleet drivers, including circa.500 engineers across Great Britain, every day, is no mean feat. Being a Service Desk Coordinator puts you right at the heart of this critical operation, part of our essential Operations Support team. We want all our input to be accurate, complete, valid, consistent, unique and timely to make more informed decision-making and drive improved relationships with engineers and management.

Your key outcomes will be

• Handle data without the need to escalate, providing timely updates and owning resolution of queries.
• Leveraging team knowledge across several specialty areas to help resolve recurring customer issues.
• To act as the first point of contact for our people and provide information and advice that help them deliver the highest possible levels of customer satisfaction.
• Coordinate tasks to ensure all activities are completed in a timely and accurate manner.
• Provide accurate information via phone, text or digitally to ensure your team can achieve high levels of accuracy, timeliness and quality.
• Work with your team leader to innovate for step-change improvement in safety, quality, sustainability, cost, and other KPI metrics.
• Handle any chases or escalations received and escalate as per appropriate process to ensure timely resolution of queries or urgent requests for support.
• Collaborate with internal team members such as payroll, finance, procurement, Supplier Manager and Fleet Team to identify opportunities to improve the service we provide to all users (operatives, engineers, team managers, technical assurance & safety team etc.), with the aim of growing the value of Fleet and Supply Chain through excellent customer experience and market leading cost position.

You'll be a successful Service Desk Coordinator here at OVO if you have...

Essential skills and experience

• Have strong written and verbal communication skills including the ability to comfortably engage with colleagues at all levels and external 3rd party providers.
• Can demonstrate the ability to self-manage on priority tasks and objectives.
• Are able to create and manage relationships with members of other business teams to foster collaboration and customer satisfaction.
• Possess superior attention to detail and strong relationship building skills.
• Can demonstrable successful problem solving and effectively managing competing priorities under pressure.
• Have proven experience of working on ticketing systems (We use Jira).
• Have good knowledge of Google Suite and Excel.
• Possess superior customer service skills.
• Knowledge within Fleet or Supply Chain activities would be advantageous.

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

We'll pay you between £25,086 and £26,000 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.

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

For your home Get up to £300 towards any OVO Energy plan, 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.