Billing Quality Operations Manager in Bristol

Location: Bristol Hub - 1 day a week in our Bristol Hub

Experience: Mid-level

Working pattern: Full-Time

Reporting to: Sarah Frost - Senior In Life Manager

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

This role in 3 words: Fast Paced, Customer Centric, Collaborative.

Top 3 qualities for this role: High Performing, Communication, Organisation.

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, Glasgow, or London; 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 Zero Carbon Living Advisors to Product Managers, 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: The Energy Industry in the UK is in the midst of a huge transformation. Smart metering kicked off this transformation with subsequent phases focussing around transition of core Industry services such as Market Wide Half Hourly Settlement and innovation of Gas Industry services. This role sits within the Energy Operations business unit and has links to the systems, processes, third‑party relationships and people involved in ‘in life journey’ processes linked to Billing and Industry of all OVO Retail supply points. You’ll help build, manage and develop a team of hybrid specialist resources on and offshore to think differently, fail fast and challenge the status quo. An accurate and timely billing and settlement journey is also critical to maintaining a fair gross margin, representing both a financial and regulatory risk to the OVO group. You’ll lead a team responsible for driving improvements and developments in our customer’s experience whilst progressing through their individual in life journey.

Your key outcomes will be:

• Build and Scale the Team: Support the design, recruitment, and onboarding of a newly established In Life Operational Team, defining clear accountabilities for a hybrid network of onshore and offshore specialist resources across the UK and India.
• Champion Billing Quality: Own the end to end performance of critical customer journeys from Billing through to Revenue Assurance, implementing robust control frameworks to drastically improve billing accuracy and mitigate financial or regulatory risk.
• Elevate Offshore Delivery: Transform our relationship with offshore partners, shifting from basic task management to cultivating highly skilled offshore experts, improving quality outcome delivery, and reducing onshore dependency.
• Own the Operational Scorecard: Translate weekly and monthly operational data into strategic actions, maximising performance against strict KPIs and presenting clear narratives to senior stakeholders.
• Drive Data Integrity: Act as the ultimate anchor for billing and industry data accuracy, collaborating with internal and external partners to proactively root out data anomalies and optimise OVO’s market position.
• Foster a Culture of Continuous Improvement: Utilise your deep operational experience to instill an Agile, “fail fast” continuous improvement mindset across your teams, allowing them to rapidly test, learn, and optimise processes.
• Advocate for the Customer: Maintain highly collaborative relationships with internal departments to ensure all operational decisions and process designs inherently serve the best interests of our customers.
• Become the Source of Truth: Lead your team to become the absolute authority on billing quality operations within OVO.

You’ll be a successful Billing Quality Operations Manager here at OVO if you…

• Are a proven team architect: You have a track record of building, structuring, and nurturing high‑performing, hybrid operational teams (onshore and offshore) from the ground up.
• Are a champion for billing quality: You possess a sharp analytical eye and experience implementing robust control frameworks to root out errors, drive data integrity, and safeguard revenue assurance.
• Know the energy landscape inside out: You bring a deep, technical understanding of the UK Energy Industry, including settlement processes, industry data flows, and operational department dynamics.
• Lead with high accountability: You have extensive experience managing, motivating, and upskilling multi disciplinary teams within the energy sector to consistently hit and exceed operational KPIs.
• Thrive in the gray area: You comfortably navigate change and ambiguity, balancing complex, shifting priorities in a fast paced, agile environment without losing strategic focus.

Let’s talk about what’s in it for you: We’ll pay you between £43,500 and £55,000, 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‑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. 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.

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, travel insurance, workplace ISA, will writing services, dental insurance, and more.
• For your lifestyle: With 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: Nab a great deal on ultra‑low emission car leasing, plus 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.