IPPM Assurance Advisor; Collections

Experience: Mid-level/Expert

Working pattern: Full-Time

Reporting to: IPPM Assurance Squad Lead

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

This role in 3 words: Interesting, Decision-maker, Empowered

Top 3 qualities for this role: Great decision making, Attention to detail, Great communication skills

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 or Glasgow; 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.

Team working 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’re hiring world-changers. From decision makers to strategic leaders, every role we’re hiring plays their own part in our mission; our role is to find those people and bring them on our Zero Carbon journey.

This role in a nutshell:

This role is mandated by Ofgem’s Guidance on Involuntary PPMs and is necessary to make informed decisions on all IPPM processes where either a mode switch or warrant are required ensuring that it is Safe and Reasonably Practicable to install or mode switch to a prepayment meter for non-payment. It involves a requirement for the highest standards of personal decision‑making. The role will involve handling calls from external Warrant officers therefore it is important that we act professional at all times ensuring that we utilise data protection to ensure we are engaging with the right person.

You will be required to make decisions where limited information is available therefore it is essential that you are able to think dynamically to protect customers from harm.

The role also calls for the IPPM Assurance Advisor to independently listen to calls and/or review DCA footage through either audio or video and score them against an existing QA framework. You will need to be able to make an assessment whether that call would be suitable for the account progressing to IPPM or if we need to stop. You would then be required to evidence the call in a predefined feedback form explaining why we chose to progress or stop IPPM.

This role will be high profile and will need someone who can clearly and openly articulate how and why we have made decisions. This will involve transparency regarding any failures or poor judgements, why they may have occurred and our remedial steps, including customer compensation, to reduce the prospect of subsequent poor outcomes for customers.

Your key outcomes will be:

Delivering best in class decisions to ensure that OVO remains compliant with Regulatory standards and Supply Licence Conditions relating to the installation of prepayment meters under warrant or by using SMART meter mode switches for non payment. Delivering great customer outcomes by personally setting the standard for consistent and effective decision‑making.

Within your first 3 months you’ll

• Successfully achieved full accreditation against Call listening and SWV scoring standards
• Successfully completed training and will be actively conducting Pre IPPM SARP checks and mode switches with high levels of accuracy
• Competently carried out calls from Warrant Officers providing best in class service and well considered warrant decisions in a timely manner

You’ll be a successful IPPM Assurance Advisor (Collections) here at OVO if you…

You will have:

• Exceptional decision‑making skills, including regarding matters where limited information is available.
• An understanding of the regulatory and legal requirements for collections and the wider retail business.
• Excellen…