Executives

Primary Responsibility

To Process back Office Transactions for UK Energy Customers

Brief Overview of the Process

The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.

OVO is moving towards servicing a customer’s needs across products, as customers can now choose to manage their products through a single bill . You will now be expected to manage customer  billing fallouts for both gas and electricity. This process involves the following key activities

To manage transactions for gas and electricity customers. You will be routed exceptions around creating & correcting bills 

Performance Parameters

SLA metrics – Productivity, Speed, Accuracy

Relevant Table F metrics

Attendance

Schedule Adherence

Role Responsibilities

Ensure that the process transactions are processed as per Desktop procedures

Ensure that the assigned targets are met in accordance with SLA and Internal standards

Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence

Ensure adherence to established attendance schedules

Ensure adherence to Company Policies and Procedures

Primary Internal Interactions

AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.

Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance

CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.

Subject Matter Expert for the purpose of work thread related issues and escalated transactions

QCA for the purpose of feedback and audit

Trainers for the purpose of Pre-process and Process training

Primary External Interactions

Escalation teams at the client end for the purpose of seeking clarifications & answering queries

SME / Trainers at the client end for training