Technical Recoveries Engineer 73 views

OVO GroupRole OVO-View

Location:  Field based – Southampton and surrounding areas

Team:  Recoveries

Salary:  £39,000

Experience: Experienced

Working pattern: Full-Time (42.4 hours per week) 

Reporting to:  Nick Gravell, Technical Recoveries Manager

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

This role in 3 words: Specialist, Customer Centric, Rewarding

Top 3 qualities for this role: Communication. Organisation. Resilience


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

“A truly engaged team working together in the best interests of the customer, if you want to be part of building something great then this is the job for you.”


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 a diverse group of 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 work to resolve any technical or complex issues a customer may encounter with their meter, promoting the benefits of smart meters to allow customers to manage their energy in a self-sufficient way.

In Collections, specifically in Recoveries (the later stage of collections) within a recently formed team called Technical Recoveries.


This role in a nutshell:

You will play a key role in a new Recoveries capability by conducting specialist collections visits and performing complex warrants in the field. These visits and warrants are complex in nature either due to technical restraints at a property or meter point, or due to customer circumstances.

You will report directly into the Central Recovery Solutions Customer Service Manager. As a team you will hold responsibility for maximising resolutions and delivering optimal customer outcomes in the field, making a significant contribution to a reduction in the bad debt charge.

In order to achieve a successful resolution  you will conduct detailed analysis in the field in conjunction with office based resolvers in order to understand the most suitable resolution.  You will use your problem solving skills to overcome technical restraints, while always considering all known customer information and circumstances. In liaison with onsite Resolvers you  will make important decisions under pressure on the most appropriate outcomes in the field. This will be based on intelligence gained from systems and on site.  You will have the ability to communicate and evidence  the logic used to make this decision.

As well as technical know-how you will also use your strong communication skills to agree suitable resolutions with our members. You will exchange both heritage and smart meters in line with company policies and procedures. You will arrange mode changes when safe and reasonably practicable. You will also  set up payment plans and take payments when agreed with our members in the field.  If we identify a vulnerable customer you will take all necessary steps to provide appropriate support for our members utilising all appropriate support packages and solutions available.

You must be able to communicate clearly and concisely, demonstrating sound decision making skills. You will act as a problem solver and resolver, someone who takes responsibility for their work and constantly drives positive outcomes.


Your key outcomes will be:

We would love to hear from individuals who are keen debt collectors, with the ability to analyse and take appropriate action based on this analysis , take ownership and are able to think creatively.


Ideally you will have:

  • A sound understanding of the collections process including right of entry warrants
  • An understanding of debt collection, and the drivers of consumer arrears
  • Be a problem solver, with the ability to think creatively
  • Excellent communication skills
  • Have the ability to create and maintain excellent working relationships
  • You will take ownership of your portfolio taking personal pride in the success of the team
  • Be a great teammate
  • Have the ability to multitask and work under pressure in order to meet deadlines
  • Be highly motivated
  • Be able to assess and resolve metering problems for both gas and electricity
  • MOCOPA 1.2 trained as a minimum, 1.3 would be desirable
  • CMA MET1 trained as a minimum, MET4 would be desirable
  • Locksmith skills would be desirable.
  • Be able to personally demonstrate and assess standard process in field operations including customer interactions and meter work including metering investigations and exchanges of both heritage and smart meters.
  • Be available to work away for short periods as demands dictate.
  • Have the ability to multitask and work under pressure in order to meet deadlines

Systems: Safety Culture, Bybox


You’ll be a successful Technical Recoveries Engineer at OVO if you…

Are comfortable working at pace, whilst ensuring the highest level of quality output. Each day will be varied and you need to be agile to meet the changing needs of the role


Let’s talk about what’s in it for you

We’ll pay you £39,000. 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 leasingplus 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..

DEPARTMENT

Customer Services

LOCATION

Any of our offices

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