Location: Chiswick, London - Hybrid

Sponsorship: We are unable to offer sponsorship for this role

The Role

Reporting into the Payments Technical Team Leader, we are looking for someone with a self driven and can do attitude. You will engage with customers many facing financial challenges, to support them in resolving payment issues on their accounts while maintaining a high standard of service. You’ll develop a broad skill set, gaining insight into the energy industry, customer billing, and performing administrative tasks to support team efficiency. 

We are looking for candidates with a solid background in customer facing payments, credit control, or accounts receivable. Proficiency in relevant systems, understanding of dunning processes, and professional communication skills via email and phone are highly valued. Experience with billing and tariff structures is also beneficial. 

Reporting to Payments Technical Team Leader 👋

⭐ Why So Energy?

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 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’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.

At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:

Clear
Honest
Ambitious
Inquisitive
Caring
Sustainable

What you’ll be getting up to in this role:

Manage a ticketing system for overdue payment cases ensuring they are resolved within SLA

Learn and understand the key processes of other operational teams as needed to support team and business objectives.

Be the point of contact for Third party partners and own end to end resolution of raised queries

Proactively identify issues and problems before they arise and resolve, or escalate them, to avoid a negative impact on our customers

Collaborate within the wider Payments and Collections team to ensure success whilst adhering to SLAs

Work with the Payments Technical team leader and Senior to assist with Department initiatives and improvements where required

Actively engage with your line manager to constantly suggest improvements in working processes and practices

Uploading payments made via alternative methods that are outside automated processes

Reviewing and issuing refunds to customers whilst ensuring complete accuracy in line with company policies and guidance

Handling and processing insolvency orders received from customers and third party debt organisations

Reviewing credit file disputes from customers via our Credit Referencing Agency and customers

Reviewing and resolving escalated queries from other operational teams in a time sensitive environment to avoid complaints or dissatisfaction

You’re a great match if:

Must have: 

You excel both independently and as part of a team.

You have strong analytical skills and a keen interest in learning new processes.

You are skilled at prioritising tasks and adapting to changing departmental demands.

You possess excellent communication skills both with your team and customers.

You have a record of meeting personal targets and KPIs.

Basic knowledge of Microsoft Teams and Outlook.

Desirable: 

Proficient in Microsoft Office.

Familiar with credit referencing processes

Knowledgeable and experienced in the domestic energy market

Understanding of UK insolvency processes.

Experienced in debt collection practices.

Skilled in handling customer complaints

Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

🤝What’s in it for you?

Smart Working Charters

Hybrid working – Each team has its own SPARK Working Charter. Ask your talent partner for more details.

Growth & Development

Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
Internal learning platform – with thousands of valuable resources.

Pay & Reward

Up to 10% performance bonus – based on company and personal performance.
Annual Salary Reviews – to ensure we remain competitive in the market.
Commitment to being a real living wage provider.

Time Off That Matters

Your birthday off – it only comes once a year, so enjoy it!
3 So Giving Days – spend time supporting a cause you care about.
Enhanced family leave – supporting you through every life chapter.

Health & Wellbeing

Unmind – Access to personalised coaching or therapy to support your mental wellbeing.
Physical Support – Free eye tests, flu vaccinations.
Access to Perkbox – Additional wellbeing & savings benefits.
Menopause Policy – To ensure all employees are being taken care off.

Belonging & Recognition

Affinity Groups – join one of our employee groups to foster meaningful connections.
Bi-annual Value Awards – because your hard work deserves recognition.
Monthly events – to find balance and bring our team together.
Charitable Fundraising – to give back to our communities.

🧩 Diversity, Equity, Inclusion & Belonging

As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. 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 throughout our entire culture.

Payments Specialist

Want to play an integral part in the UK's journey to a Net Zero Future? This might be the job for you