Complaints Team Leader

  • OVO Energy
  • Dunfermline, Fife, Scotland, United Kingdom
  • Nov 21, 2020

Job Description

Hello, we’re CORGI HomePlan. We’re part of OVO Group, a family of brands on a mission to drive progress towards zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

At CORGI HomePlan, we bring peace of mind to hundreds of thousands of homeowners, by protecting them from unexpected repair costs – and helping them to keep their homes running efficiently. Our fairly-priced insurance plans cover boilers, central heating, plumbing, drains or electrics. Offering 24/7 emergency support from over 5,000 engineers – famed for their service! 

For decades, CORGI has been a brand that puts people – and their safety – first. Want to help us keep up the good work?


Where in the world of OVO will I be working? 

Working within the Home Services team, you will lead our Customer Care team in delivering a service we can be proud of.

Your team investigates and resolves any customer complaints and it will be your responsibility to ensure your team gets our customers the help they need either by phone, email or letter.

Complaints represent a huge opportunity for our business to continually improve what we do and maintain our excellent reputation.


What will I be doing?

Reporting into the Home Services Customer Care Manager, your key focus will be leading your team in maintaining the dynamic, customer-centric culture that has driven our success to date.

Our Customers are the key to our success so your team plays an important role in keeping them happy and driving OVO’s vision!

Key responsibilities include:

  • Training, developing and mentoring your agents to reach their full potential in delivering excellent customer service as efficiently as possible.
  • Using daily performance statistics to review and assess your team’s quality and efficiency; ensuring actions for improvement are put in place when required.
  • Handling any raised customer concerns and resolving them in a timely manner, making sure communications to customers are of the highest quality.
  • Ensure yourself and all team members have an acceptable level of both product and process knowledge to expertly and competently resolve customer complaints
  • Ensure all Customer Care staff members are aligned with claims licensing ensuring ex-gratia limits are adhered to.
  • Call monitoring to ensure compliance and high quality standards
  • Be a champion for change and own the way in embedding new process and services
  • Continually highlighting and seeking to close any gaps in service delivery or processes to ensure an excellent customer experience.
  • Drive improvements through root cause analysis and delivering relevant feedback


Is this the job for me? 

We’re looking for people who build a good rapport with customers and colleagues and are willing to go above and beyond to keep their team and our customers happy. It's important that you have experience in leading a Complaints handling team.

Most importantly though, you’ll share the qualities that have inspired our accomplishments so far. Firstly, you’re a people person and a reliable teammate. You’re adaptable, a clear communicator able to tailor your approach dependent on each individual team member.

You will have:

  • A clear understanding of complaints metrics, how they impact the business and how to drive improvements in these areas
  • A passion for customer service and getting it right for our customers, ensuring you are Treating Customers Fairly (TCF)
  • Excellent problem solving skills and are able to identify root causes and impacts
  • Experience in mentoring and developing team members and will be confident in influencing and leading them through challenges and change.
  • The ability to bounce back from difficult conversations easily and is able to handle feedback well and take it onboard when required.
  • Experience working within a lively office environment and handling multiple priorities
  • Knowledge of FCA requirements, Financial Ombudsman Services and Complaint Handling Processes.

Life at CORGI can change every single day and your team will have a range of targets they need to meet; so you’ll need to be comfortable in a fast-paced environment and supporting your team in achieving key objectives.

You’ll be reliable and keen to muck in with the rest of the team. Throw in lots of initiative, passion and a positive, solutions oriented approach and there’s a good chance you’ll thrive here.


From us you’ll get*

  • An annual discretionary bonus
  • 4% of your salary to spend on flexible lifestyle benefits
  • 5% matched employer contribution to your pension
  • 25 days holiday + 1 for your birthday
  • And many more... 

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.


We want the best people 

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!

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