IPPM Assurance Advisor (Collections)

OVO Group; Bristol; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

A renewable energy company is seeking an IPPM Assurance Advisor to deliver best-in-class decisions related to prepayment meter installations. This full-time role based in Bristol involves evaluating regulatory processes and making informed decisions during customer interactions, ensuring compliance and customer satisfaction. Ideal candidates will possess exceptional decision-making skills, effective communication, and a collaborative spirit. The salary range is £25,086 - £32,000 with additional benefits.

Benefits

34 days of holiday

Healthcare cash plan or private medical insurance

Gym membership

Pension contributions

Discounts on energy plans and EV chargers

Cycle to work scheme

Qualifications

• Experience in dealing with Regulatory Engagements.
• Collections understanding.
• Ability to think dynamically with limited information.

Responsibilities

• Deliver best in class decisions for prepayment meter installation.
• Evaluate calls against QA framework for IPPM processes.
• Communicate transparently about decision-making outcomes.

Skills

Exceptional decision-making skills

Excellent written and communication skills

Great decision making

Attention to detail

Great communication skills

Excellent team working and influencing skills

Job description

Role OVO-View

Team: OSP Oversight & Strategy

Location: Hub based! Bristol or Glasgow

But you have the flexibility to work wherever suits you best.

Salary banding: £25,086 - £32,000

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.

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’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 they 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 month 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 the wider retail business.
• Excellent written and communication skills.
• Excellent team working and influencing skills as you will work with various parts of the business.

Ideally you will also have

• Experience in dealing with Regulatory Engagements
• Collections understanding

Let’s talk about what’s in it for you

We’ll pay you between £25,086 and £32,000, 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 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.

Benefits

• 34 days of holiday (including bank holidays).
• For your health: healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more.
• For your wellbeing: gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more.
• For your lifestyle: 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 great deal on ultra‑low emission car leasing, cycle to work scheme, and public transport season ticket loans.
• For your belonging: 8 Belonging Networks at OVO, led by our people, for our people – you can play a part – big or small – with any of the Networks. We’ll support you in building an inclusive and diverse workplace.

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 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.