Payments Operations Coordinator – FTC

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

⚙️ Operations

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tem

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

⚡ Energy

🛍️ eCommerce

☁️ SaaS

Energy • eCommerce • SaaS

tem is a company that empowers businesses to save on energy costs by directly purchasing from renewable energy generators. With its innovative RED™ product, tem simplifies the energy procurement process, offering transparency and a streamlined portal for managing contracts, quotes, and billing. The company aims to reduce the expense associated with traditional energy suppliers, enabling clients to cut energy costs by up to 25% while supporting the transition to renewable energy. tem's mission is to create accessible renewable energy solutions for all businesses, promoting sustainability and fair pricing within the energy market.

📋 Description

• 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. • 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. • Flag friction, inefficiencies, or repeat issues to the permanent team as they're spotted. • Suggest better ways of handling recurring situations, even where you're not the one implementing the fix.

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive day rate • Fully remote. • Flexible working, with clear core hours and no internal meetings on Friday afternoons.