Senior Operations Manager (m/w/d)

Job Description

We're looking for a strategic and driven Senior Operations Manager to lead our Debt Recovery operation during an exciting period of growth. Reporting to the Head of Revenue Assurance, you'll oversee three direct reports, each in a lead role.

In this role, your focus will be on working across commercial and domestic energy supply. You'll be proactive when it comes to maximising collections while maintaining compliance and building strong engagement with industry bodies such as OFGEM. With a customer-first approach, you'll ensure fair, tailored outcomes that balance customer circumstances with business needs.

Responsibilities

Debt Recovery Management & Strategy

• Own the business-wide strategy for overdue accounts, aged debt, and affordability by developing compliant policies, providing sector insights, and adapting processes to support growth in collaboration with Debt Leads and Specialists.
• Lead overdue account management from early arrears to late-stage recovery.
• Ensure proactive engagement processes are in place to agree sustainable repayment solutions.
• Oversee overdue accounts across residential, SME, and large commercial customers, establishing tailored approaches to maximise effectiveness for each segment.

Process, Regulation & Compliance

• Manage internal and external processes with DCAs, BPOs, and litigators. Align closely with the Customer Operations Supplier Manager to ensure consistent level of high performance is maintained collaboration.
• Ensure regulatory compliance by adhering to Ofgem standards, TCF principles, and vulnerability protections, engaging with industry bodies on collections and affordability, and managing compliance with the Involuntary Prepay Code alongside Customer Ops and Compliance.

People Leadership

• Set clear objectives and development goals for Leads and Specialists, to support with continued development and improvement.
• Foster team engagement, motivation, and high performance, bring the team together either remotely or the office to encourage collaboration.

Customer First

• Balance efficient debt recovery with fair, tailored outcomes for vulnerable customers, partnering with the Vulnerable Customer Manager.
• Use data and analytics to monitor sustainability, shaping empathetic, transparent communications and promoting flexible payment solutions (e.g. Smart Prepay, Direct Debit).

Data & Financial Management

• Leverage CRM data and analytics to identify opportunities for improvement.
• Collaborate with Data Analysts to strengthen reporting and evolve practices.
• Own performance against bad debt, expected credit loss, and cash collection targets.
• Collaborate with Finance on forecasting and providing accurate reporting and KPIs on recovery, risks, and trends for senior leadership.

What you'll need to succeed

You'll be a confident and analytical leader who thrives in fast-paced environments where efficiency and proactivity are key. With proven experience in leadership within the energy supply and debt recovery sectors, you're ready to take the next step in your career and make a real impact.

Essentials

• Experience in debt recovery management within the energy supply industry
• Skilled in working with and reporting to Senior Leadership, including Heads of Departments and Directors
• Analytical mindset, adept at using reporting tools to identify trends and uncover opportunities
• Strong communicator, confident engaging with people at all levels of the business
• Business-focused and pragmatic, able to balance a customer-first approach with the needs of the organisation

Benefits you can rely on

Great allowances for hybrid working:
🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

📖 £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.

🎁 15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.

See more of our benefits here.

Our Commitment

We're a Committed Member of Inclusive Employers and value people's differences - we recognise the strength that they give us. We work hard to be a supportive community where everyone has equal opportunities and we encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.

Where are we? Our office is based in Chippenham, Wiltshire and is conveniently located near the train station, providing green travel options for travel, as well as fast connections to Bristol, Bath, Swindon and London. The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges.

We promote work-life balance and flexibility through hybrid working, which combines both remote and office work. It provides our people with the opportunity to tailor their work schedules to suit their individual needs and preferences while maintaining productivity and engagement.