Share this Job
Apply now »
Employment Type:  Full/Part Time
Employment Period:  Permanent
Salary:  Starting from £47,600 with excellent benefits
Location: 

Flexible, GB

Career Area:  Customer Services & Operations

Direct Debit & Payment Channel Manager

Our Team

Working in Customers you’ll be contributing to Helping Britain Achieve Net Zero and help us become a leading player in each of the four markets we operate in – Wholesale, Residential and SME, I&C and Field Services. We strive to create great Customer and Employee Experiences building a best in class reputation within the markets we operate and are continuously looking to add value and innovate.  We act with efficiency and resilience in a very competitive and ever evolving market.      

Now is an exciting time to join our newly formed Back Office, Asset and Revenue Operations function (BOARO) where our mission is to provide a first-class end to end customer journey, from new customers switching to us to the proactive management & support of those who may find themselves in debt. We provide innovative solutions which enable our customers to make easy and informed choices about how they use and pay for energy.


We deliver results by working together as a team, in a pragmatic and commercially focused way.  At the heart of everything we do are our values, which include working collaboratively, with positive challenge and debate as well as having a solution orientated mind-set.
 

What's my role and where do I fit in?

This role sits within our Read Bill Settle & Payments management team, with overall accountability for the Payments step in our customer journey, ensuring that all our payment channels are continually optimised to offer ease of use for the customer as well as driving cost efficiencies for the business and ensuring we remain compliant within industry guidelines.

The role is critical to EDF's revenue stream successfully collecting money from customers for the energy that they use as well as playing a significant part in delivering our overall customer experience and ensuring that our payment channels are effective & simple to use, driving a reduction in customer calls to our contact centres. 

You will also be responsible for developing strategy to improve customer understanding, optimising digital tools and communication channels to proactively advise customers of future changes in energy usage, ensuring their direct debit payments reflect this and thereby driving down potential customer debt. 

Your role will involve leading the design implementation of new payment channels, as well as delivering improvements and efficiencies of existing channels in order to ensure that the function ready for any future energy industry changes. You will also lead the activity to proactively identify operational cost savings and ensure readiness to changing customer needs and be fully accountable for all payment channel initiatives from concept to trial and implementation.

You will lead your team to deliver demonstrable continuous improvement in all aspects of performance, achieving all key KPI's within agreed budget spend whilst ensuring strict compliance to all aspects of energy Supplier License Conditions and banking industry rules and obligations.

On a day to day basis your primary stakeholders will include the Director of BOARO as well as across the BOARO leadership team. You will also work closely with your peers across Customer Operations to ensure that all payment channels are operating as expected, you will also need to develop and maintain effective relationships with external parties such as banking contacts for BACS and PCI compliance.
 

What do I need to be great at this role?

Whilst the role will require a broad mix of leadership competencies, the core behavioural themes for this role have been 
identified as; 

  • Adaptable - you are agile and flexible in your thinking, adapting to change, both internal & external whilst maintaining a positive and resilient outlook.
  • Entrepreneurial - you take a commercial perspective to problem solving, always seeking new opportunities to drive efficiencies and add value.
  • Customer Centric - you will keep our customers at the heart of the decisions that you make and constantly strive to improve their experience with EDF.

 

You will need to be numerate, analytical with commercial acumen, ideally gained in a commercial or financial background and feel comfortable turning complex analytical and financial modelling problems into easy to digest proposals and plans for wider discussion with peers and stakeholders

Previous experience with our Customer Services processes and the touchpoints where your accountabilities interface with them will be beneficial, as well as a good understanding of Supplier License Conditions and banking industry obligations relating to customer payments.

You will provide inspirational and innovative leadership fostering an environment of continuous improvement and change, and whilst taking personal accountability over your step in the customer journey you will be able to work collaboratively alongside your peers to take a holistic view of the overall customer experience.

You are committed to health, safety, wellbeing and the environment, and carry out your role in a manner that enables us to be a sustainable business – financially, environmentally and socially
 


Job Segment: Manager, Sustainability, CSR, Management, Energy

Apply now »