Complaints Insight Analyst

Role OVO-View

Team: Customer Resolution Journey & Controls Team

Salary banding: £31000 - £36000

Contract type: OVO

Experience: Mid-level

Working pattern: Full-Time

Reporting to: Customer Resolution Journey & Controls Lead

This role in 3 words: Collaborative, Data-driven, Ownership

Top 3 qualities for this role: Curious, Communication, Pro-active

Closing date: Thursday 12th November @ 5pm

Your next OVO adventure:

At OVO, we recognise that great people are already working with us across all of our brands. Find out more below about whether this role might be the next part of your OVO adventure.

You may not have all of the skills and experience boxes ticked, but if you think you have much of what we’re looking for, then we’d love to hear from you.

Teamworking for the planet:

Everything we do here spins around Plan Zero.

Transitioning millions of homes to zero carbon isn’t just about green technology—it’s about trust. When customers experience service issues or friction, it distracts from our shared green mission.

As part of the Customer Resolution Journey & Controls team, you’ll dive into complaint data to uncover root causes, eliminate journey friction, and ensure we put things right for our customers. By restoring trust and keeping customer journeys seamless, you remove barriers so our customers can confidently embrace the zero-carbon transition.

This role in a nutshell:

You’ll be part of the Customer Resolutions team at OVO Energy where our key focus is to restore customer trust and understand how we can improve our service to customers. You’ll join the Customer Resolution Journey & Controls team who are responsible for providing oversight across our end to end complaint handling journey, delivering insights to influence positive changes, whilst maintaining control and governance into a critical focus area for the business.

As a Complaints Insight Analyst you’ll be diving into complaint data and actual cases to help build a narrative around the business activity driving customer complaints and how we’re putting things right for our customers.

Your key outcomes will be:

• Utilising diverse data sources to deliver insights and evaluate opportunities for optimizing the customer complaint experience.
• Employing advanced AI tools to reveal underlying thematic root causes of complaints.
• Performing routine sample audits of frontline and OSP complaints to assess resolution accuracy and pinpoint opportunities for improved first-contact resolution.
• Delivering data-driven evidence to quantify and project the financial and volume impacts of operational changes on complaints.
• Monitoring trends, highlighting key observations, and flagging emerging organizational risks through routine analysis to safeguard corporate reputation and elevate customer satisfaction.
• Collaborating cross-functionally with key stakeholders across all levels to drive alignment and prioritize high-impact initiatives.
• Executing ad-hoc, tailored analytical deep dives as requested by external stakeholders and Senior Leadership.

You’ll be successful in this role if you…

What we are looking for in an ideal candidate:

• High precision and keen attention to detail.
• Strong adaptability to quickly master, execute, and enhance new processes and capabilities.
• Self-driven and capable of working independently, using autonomy to deliver actionable insights that drive continuous improvement throughout the complaint lifecycle.
• Genuine curiosity about the key factors influencing the experiences of both our customers and our teams during the complaint resolution process.
• Confidence to challenge existing practices using sound, structured reasoning.
• Good understanding of complaint-related risks and controls, with the drive to evaluate and challenge control effectiveness to lower residual risk.
• Practical experience with tools like Excel/Sheets, Google Workspace, SQL, and Tableau is advantageous, though not required.

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