Interim Payments Operations Coordinator

Role

Who you are

• Energy industry background - non-negotiable, this role needs someone who can hit the ground running from day one
• Experience in a debt, collections, sales or complaints team, or as an escalation point in energy customer service
• Hands-on experience with a CRM such as Zendesk, Intercom, or Kolleno
• Comfortable working across multiple systems and teams at once to drive the best outcome for our customers
• Resilience to handle a high volume of difficult conversations without it affecting quality
• Genuine care for supporting customers in payment difficulty, be able to advocate for the customer, while balancing the commercial need of the business
• Self starter, takes responsibility for developing their skills and working across different areas to meet the needs of the business
• If you're excited about this role but not sure you meet every requirement, we'd still love to hear from you. Your unique perspective could be exactly what we're looking for
• We want someone senior enough to work independently: get under the skin of how payments actually runs today, keep the day-to-day customer engagement running well while they do it, and give us the clarity to decide what a permanent version of this role should look like

Desirable

• A keen eye for all things "Operational Excellence, not just working the problem but making suggestions to prevent it happening in the first place
• Comfortable using AI tools to work faster and more effectively

What the job involves

• You'll be the frontline for customers who haven't paid recent invoices, are struggling to pay, or need the consequences of non-payment explained clearly and fairly, while also digging into and flagging the process gaps behind that work
• Work tickets as they come into the payments inbox, keeping response times fast and consistent
• Reach out proactively by email and phone where a customer needs chasing or a payment plan discussed
• Set up payment plans for customers in genuine difficulty, and clearly spell out consequences for those who are able but unwilling to pay
• Handle manual, currently unautomated tasks that support the wider payments process
• Independently map how payments actually works today, the gaps, the manual workarounds, what's broken, and bring that picture back with clear recommendations
• You will report into James Harrison-Dunn, Payments Lead
• Respond to tickets in the payments inbox, working towards a sub-1-hour first response time
• Make outbound calls and send outbound emails to chase unpaid invoices or follow up on open cases
• Set up and manage payment plans for customers experiencing financial difficulty
• Clearly and fairly communicate the consequences of continued non-payment where required
• Navigate multiple internal systems at once to build a full picture of a customer's account and history before engaging
• Complete manual data entry and process tasks currently done by hand, accurately and on time
• Use AI tools where useful to work through volume more effectively without losing quality
• Build an independent, accurate picture of how payments actually runs today: the manual work, the gaps, what's breaking and why
• Flag friction, inefficiencies, or repeat issues to the permanent team as they're spotted
• Suggest better ways of handling recurring situations, and make the call yourself where you're the right person to fix it, not just where you're implementing someone else's fix
• Feed what you find back to the hiring team to inform whether, and how, this becomes a permanent role

Contract Details

• 6-month Fixed Term Contract
• Remote from UK
• Junior and Midlevel
• Salary not provided