Senior Payments Operations Specialist

Who We Are: We're rebuilding the energy transaction system, making it transparent and fair. tem exists to put power back in the hands of people. Today's wholesale energy market is stacked in favor of the few. It's a product of an age of oil and gas, riddled with markups and middlemen. We're changing that. Our product, RED™, built on a proprietary pricing engine that bypasses the wholesale market, enables businesses to buy the energy produced by renewable generators directly. That's 100% transparent transactions, ensuring affordable bills and fair compensation, to give every business ownership and control over where their energy comes from. Since launching in 2021, we've saved UK businesses and generators over £20 million, powering a growing network of forward-thinking companies, from Pizza Pilgrims to Silverstone. Backed by top-tier VCs such as Atomico and Albion, we're creating a new category in energy - one that's local, decentralised, and built on trust.

The Role: We're hiring a Senior Payment Operations Specialist. Your job is to build the systems, guardrails, and automation that make debt collection scale safely — so we protect customers, stay compliant, and reduce financial exposure as volume grows. This role exists because our debt portfolio is growing, and manual case handling cannot scale. We need someone to take ownership of predictive prioritisation, compliance-safe automation, and operational visibility — so we stop firefighting and start running debt collection as a high-performing system. Operating model context: Payment Operations sits across Finance, Product, Engineering, Legal/Compliance, and Customer Experience. This role partners closely with the senior Payment Ops owner (who focuses on complex cases and escalations), while you own the system-facing work: queue logic, risk signals, automation guardrails, testing, and reporting. You'll sit in the Operations team and work closely with Payment Ops, Finance, Product/Engineering, and Legal/Compliance.

Responsibilities: Build predictive prioritisation: Ingest payment behaviour data and design pragmatic risk scoring to predict default risk and prioritise cases. Feed this into queue logic so high-risk cases trigger proactive contact and low-risk cases receive lighter-touch interventions. Design compliance-safe automation: Map legal and regulatory constraints (including vulnerable customer protections and collection rules), then build workflows that respect these boundaries, with clear human-in-the-loop points, audit trails, and escalation paths. Reduce manual load systematically: Identify low- and medium-complexity cases that can be automated or templated. Build tooling and templates to reduce handling time (targeting meaningful reduction vs today's baseline). Run experiments to improve outcomes: Design and run tests (e.g., cadence/channel experiments) to validate what improves recovery rates without harming customer experience or increasing risk. Make work visible: Maintain dashboards and reporting on backlog, recovery rates, automation coverage, and compliance incidents. Surface trade-offs when prioritisation shifts and make evidence-based recommendations. Build and document playbooks: Create clear documentation so the team can execute consistently, with decisions codified into repeatable rules. Partner cross-functionally: Work with Product/Engineering on upstream fixes in billing and onboarding that reduce debt creation. Coordinate with Finance on AR data access and reporting. Engage Legal/Compliance on guardrails and escalation protocols.

Requirements: Must-haves Experience in payments, debt, collections, or another operational environment with high compliance and customer risk. Demonstrated ability to design and improve operational systems (prioritisation, workflows, automation, tooling) rather than only executing cases. Strong judgement around risk and customer harm, with the ability to design clear guardrails and escalation paths. Comfort working with data to spot patterns, build simple scoring approaches, and measure impact. Strong cross-functional collaboration skills with Product/Engineering, Finance, and Compliance stakeholders. Nice-to-haves Experience building automations in a debt or collections environment (e.g. done automations in the debt team at Octopus style background). Experience running experiments or A/B tests in an operational setting. Familiarity with auditability and regulatory expectations in collections.

Benefits & Perks: Salary aligned to internal benchmarks and reviewed twice a year. Stock options so everyone has ownership in our mission. 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off. Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons. Home working and wellbeing budgets: Up to £1,200 or €1,200 per year for your remote setup. Up to £150 or €150 per month for wellbeing.