Job Description

Role OVO-View
Team: Commercial, OVO Drive
Location: Hub based! Bristol, London or Glasgow
Salary banding: 52,220 - 70,000
Experience: Expert
Working pattern: Full-Time
Reporting to: Director of EV
Sponsorship: Unfortunately we are unable to offer sponsorship for this role.
This role in 3 words: Strategic, customer-obsessed, leadership
Top 3 qualities for this role: Cross functional influence, operational excellence, strategic leadership
Where you'll 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.
You'll be assigned to the closest one of our three hub offices, Bristol, Glasgow, or London; 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 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 So, naturally, the team you'll be joining plays a gigantic role in making that happen. Here's how:
Embedded within the Commercial Team at OVO energy you'll play a key role supporting the delivery of Plan Zero through our OVO Drive business.
The energy industry has changed a lot in recent years, and we don't expect that to stop any time soon. OVO Energy is changing too - we're more than just an energy supplier, we're leading the way in showing our customers the energy world of tomorrow. By creating innovative technology we're helping customers manage their energy better, decrease their bills and drive their electric vehicles further - all whilst improving our planet for generations to come.
EV is the future for our customers' transport, and you'll play a vital part in our customers path to electrification by leading a department at the centre of customers experience with a responsibility to drive improvements across customer experience and operational efficiency to enable these products to scale.
This role in a nutshell:
Part of the OVO Drive leadership team, in this role you'll shape the operational backbone of OVO's most pioneering products, driving the strategy, systems, and team culture that enable us to scale with excellence.
You'll be responsible for end-to-end service operations across our EV and home portfolio, covering customer support, service design, complaints resolution, and operational enablement. You'll lead a high-performing team, develop future leaders, and collaborate across the business to ensure ops support is synonymous with outstanding, human-centred service.
This is a pivotal leadership role, accountable for customer service & operational performance, budget ownership, risk management, all within a fast-moving, highly innovative area of the business. If you're passionate about building for scale, leading through change, and creating brilliant experiences for customers and teams, this could be your perfect next step.
Your key outcomes will be:

• Set the vision for our EV operations: Define and deliver a long-term operating model that scales with product growth while maintaining world-class service.

• Champion customer-first culture: Lead our Voice of the Customer programme, embedding real-time feedback loops into every level of the organisation and keeping the customer at the heart of product and policy decisions.

• Lead high-performing teams: Inspire, coach and develop leaders across customer support, operational excellence, coaching and complaints - growing capability while building strong succession.

• Operational ownership: Drive continuous improvement, automation, and digital tooling to boost efficiency and CX, reducing cost-to-serve as we grow.

• Own risk, compliance & governance: Ensure all operational activities are compliant and risk-managed, acting as a senior escalation point and leading root-cause remediation for any incidents.

• Strategic stakeholder influence: Act as the central support operations partner to Product, Tech, Legal, PR, Kaluza and more - ensuring we're ready for launch, able to scale, and aligned on the customer experience.

• Service excellence for high-value customers: Define and deliver premium SLAs and service wrap to support strategic customer segments and partnerships.

• P&L and budget ownership: Lead resource planning, forecasting and cost control across the department, owning and optimising your budget.

• Technology and tooling strategy: Lead on roadmap decisions and own the Zoho CRM+ relationship, ensuring our systems enable our service ambitions.

• Business readiness and change delivery: Ensure your teams are prepared for change, fully briefed on upcoming shifts, and integrated into go-to-market plans.

You'll be a successful EV Customer Support & Operations Manager at OVO if you...

• Bring significant senior leadership experience in customer operations or service delivery, ideally in a high-growth, regulated, or tech-enabled environment.

• Are a strategic thinker and hands-on operator - equally comfortable in board-level discussions and deep operational reviews.

• Have proven success leading teams through change, with a track record of developing senior talent and creating high-performing cultures.

• Love working cross-functionally - you know how to influence, align and lead without direct authority.

• Are passionate about customer experience and excited by the chance to shape service around products that are still evolving.

• Have experience managing budgets and commercial targets, and you understand how to balance cost, quality, and customer outcomes.

• Are comfortable with ambiguity and complexity - you can create clarity and structure even in fast-moving environments.

• Bring strong systems thinking and a pragmatic approach to tooling, automation, and data-led decision making.

Let's talk about what's in it for you:
We'll pay you between 52,220 - 70,000 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. 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.