Head of Payments & Collections

UK, Hybrid

⭐️ Our Perks

Values-driven culture – we’re really proud of our culture. 

 Drive your own experience 

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• Technology – Your choice of Mac or Windows

✨ Empowering you to be your most authentic self 

• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
•  Mental Healthcare – Unlimited sessions with Unmind
• Enhanced Family Leave

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 customers and over 450 Energists (what we call our people). But we’re not done. We’re on the road to a net zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Head of Payments & Collections at SO ENERGY

Reporting into our Customer Operations Director -  Jessica Port  , we’re looking for a Head of Payments & Collections to join the team.

As the head of Credit & Collections you will have a passion to deliver the Debt collection strategy for So Energy. Working closing with the Director of Customer Operations and your counter parts across the business to deliver a best-in-class customer experiences because this is what is most important above all to So Energy. You will take an analytical approach and a continuous improvement mindset to the work at hand. At the core you will focus on bringing your experience with Debt Strategy to implement a future proof delivery for our growing customer base. With a large team of 40+, you will be working on upskilling and developing the collections team to ensure financial positions. Additionally you will be working with financial and 3^rdparties, such as DCAs to ensure every avenue is scoped to reduce debt retrospectively and proactively.

Main Duties & Responsibilities:

• Work with the Team and the Director of customer operations to implement the debt strategy
• Maximise the efficiency of an omni channel customer-facing collections team
• Review processes to mitigate risk and ensure alignment the regulator.
• Able to convey new risks, and detail tolerances of risk appetite
• Work cross-functionally with other areas of customer operations and the wider business to deliver a best-in-class end to end service.
• Become the main point of contact for third party escalation partners
• Work directly with the regulator to ensure escalated situations are being taken care of efficiently and effectively.
• Develop the Payments and Collections team to become an effective team that not only supports customers to reduce the book of debt but through cross-functional collaboration is able to mitigate the risk on increase debt.
• Recruit a high quality team.
• Work with the internal training team to ensure we continually develop the Collections teams Skills and capabilities.

Requirements:

• Experience working within a complex and regulated compliance framework
  
• Experience of working with, and building new relationships 3^rd Party DCAs and Outsourcers
  
• Ability to articulate clear financial deliverables
  
• Experience managing a multi-tier team with team leaders and advisors
  
• Strong knowledge of how to deliver a best-in-class end to end customer journey
  
• Able to deliver a clear debt prevention, and debt recovery strategy for our customers
  
• Familiar with the energy industry and how payments, collection and billing functions work
  
• Accountability for software that has a clear link to our payment strategy
  
• Previous experience of orchestrating cross-functional changes to deliver better results

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Want to tailor your application? Here's the Hiring Process

1. Talent Interview - Melissa Smith - Senior Talent Acquisition Partner
2. First Stage interview - Gabrielle Deere - Head of Billing & Settlements & Kathryn Waterhouse - Payments & Collections Manager
3. Technical Interview - Jessica Port - Customer Operations Director & Iain McGregor - CFO 
4. Culture Interview - Charlie Davies - COO & Jessica Port - Customer Operations Director

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy. We strive to embed it not just into our values but throughout our entire culture.