SmartestEnergy

Customer Support

• Support the Manager in delivering an efficient, high-quality customer service
• Ensure customer enquiries are resolved quickly and effectively
• Maintain agreed service standards and high customer satisfaction
• Provide hands-on customer service
• Perform quality assurance, coaching, and team support
• Manage complex enquiries and escalations
• Motivate and develop the team
• Monitor performance and service levels
• Identify trends and opportunities for process improvement
• Provide coaching and feedback for individual and team development
• Support implementation of new processes and products
• Ensure compliance with relevant procedures, including GDPR
• Work with the Manager and wider business to deliver an excellent customer experience

Customer Services Team Leader, 12 month FTC

Executive

• Oversee collaborations with Debt Collection Agencies and Meter Operators for effective debt recovery
• Handle queries and communications professionally and promptly
• Manage a diverse portfolio of debt cases
• Use tailored recovery and escalation strategies to ensure prompt collection or resolution
• Administer the disconnection and reconnection process
• Coordinate with internal departments to support DCAs in optimizing recovery outcomes
• Monitor third-party debt collection activities and drive performance
• Contribute to continuous process improvement
• Uphold the Debt Team Mission and Values
• Produce custom reports for internal and external stakeholders
• Work closely with Finance and Technical teams to resolve queries

Debt Management Executive

Risk

• Shape and lead the enterprise-wide governance framework across the SmartestEnergy family of companies
• Govern strategic transformation initiatives consistently through clear standards, decision rights and stage gates
• Provide transparent oversight of risk, dependencies, controls, investment and benefits from ideation through realisation
• Work closely with Strategy & Transformational Planning and senior leadership teams
• Provide governance, insight and assurance for data-driven investment and delivery decisions
• Build a culture of disciplined, proportionate governance while balancing control with agility
• Strengthen transformation maturity and improve portfolio visibility
• Support more predictable and transparent delivery of the organisation’s strategic ambitions

Head of Transformational Governance

Director

• Shape and deliver a complex, multi-year transformation programme across people, process, data, technology, and behavioural change
• Act as the single point of accountability for programme delivery
• Bring together multiple functions, delivery partners, and senior stakeholders
• Create a clear, connected roadmap and drive outcomes on time, within scope, and budget
• Establish and lead the Transformation Management Office (TMO)
• Build the programme delivery organisation
• Implement governance and performance frameworks
• Create disciplines for delivering sustainable benefits
• Shape improvement opportunities and historic delivery challenges into a coherent transformation programme over 2–3 years
• Create clarity, accountability, and momentum across the organisation
• Report to the VP – Transformation
• Collaborate with teams and offices in the UK, US, and Australia; occasional travel to other offices may be required

Transformation Programme Director

Head of Department

• Report to the VP – Transformation
• Lead a team of Business Process Owners and change professionals
• Shape the design, improvement and embedding of end-to-end processes and business change initiatives
• Ensure processes and change initiatives are scalable, future-fit and aligned to enterprise priorities
• Connect operational needs with strategic ambition in collaboration with business leaders, Transformation and IT
• Establish and evolve enterprise-wide approaches to process optimisation, continuous improvement and change adoption
• Build strong process ownership, robust governance and a high-performing community of practitioners
• Ensure improvements are designed effectively, adopted, embedded and sustained across the enterprise
• Deliver measurable and lasting business outcomes supporting strategic growth and sustainable transformation

Head of Process Excellence – Business Change

Team Leader

• Lead, motivate and develop a team of Debt Management Executives
• Provide guidance, coaching and encouragement to create a positive, supportive and high-performing team environment
• Support the team in managing outstanding debt and maximising cash flow performance against agreed KPIs
• Monitor performance, celebrate successes and identify opportunities for growth and development
• Ensure customer interactions and queries are handled professionally, empathetically and within agreed debt management policies, procedures and customer SLAs
• Work with colleagues across the business to identify opportunities to improve and streamline processes
• Strengthen cash flow performance while maintaining exceptional customer service and positive customer relationships
• Report to the Manager

Debt Team Leader

• Support the Manager in delivering an efficient, high-quality customer service
• Ensure customer enquiries are resolved quickly and effectively
• Maintain agreed service standards and consistently high customer satisfaction
• Provide hands-on customer service
• Perform quality assurance, coaching, and team support
• Manage complex enquiries and escalations
• Motivate and develop the team
• Monitor performance and service levels
• Identify trends and opportunities for process improvement
• Provide coaching and feedback for individual and team development
• Support implementation of new processes and products
• Work closely with the Manager and wider business
• Ensure compliance with relevant procedures, including GDPR
• Contribute to digitising, decarbonising, and localising the future of energy

Customer Services Team Leader

Financial Planning and Analysis

• Act as SEBL’s statutory Finance Director and key enterprise leader, sharing accountability with the CEO and Board for strategy, performance, resilience and sustainable value creation
• Shape SEBL’s three-to-five-year strategy and determine financial strategy, performance framework and resource-allocation priorities within Group parameters
• Provide independent Board assurance over financial performance, resilience, reporting integrity and the control environment
• Own the integrated long-term plan, annual budget, forecasts and performance narrative
• Set the economic framework for customer, product, channel and investment decisions
• Advise the Board on regulatory, market, customer and competitive developments through scenarios and sensitivities
• Own SEBL’s financial-control and reporting framework and oversee reporting integrity and control effectiveness
• Assure the quality of Board information and ensure material control failures are contained and remediated
• Set financial, cash, return and risk criteria for material commercial decisions
• Review business cases and commercial proposals and recommend decisions to the Exco/Board
• Own capital, liquidity, cash and balance-sheet strategy
• Advise on going concern, resilience, downside capacity and severe but plausible scenarios
• Shape financial risk appetite and oversee growth, credit, commodity and investment decisions
• Determine reporting architecture, KPIs, management information and data requirements
• Govern critical revenue, margin, industry-cost, bad-debt, forecasting and customer-profitability models and valuation inputs
• Set the Finance technology, data, automation and systems roadmap
• Lead a matrix Finance organisation through senior leaders accountable for Financial Control, FP&A and transactional delivery
• Determine Finance organisation structure, senior appointments, succession and capability strategy

VP Finance

Marketing

• Develop and execute the Annual Marketing Plan and budget for the US business, supporting Retail sales, Trading, and Origination goals
• Engage with customer-facing teams and subject matter experts to recommend marketing ideas and support ad-hoc requests
• Lead the annual customer net promoter score (NPS) survey, broker channel feedback, and industry and competitor insights gathering
• Lead go-to-market campaigns for new products and new market entry
• Develop and manage marketing content and thought leadership across digital, media, events, podcasts, and webinars
• Develop and maintain SharePoint content libraries, corporate overview packs, pitch decks, and product literature
• Manage PR and media opportunities with agency partners, customers, stakeholders, and subject matter experts
• Deliver press releases, opinion pieces, speaking engagements, case studies, interviews, and other content opportunities
• Manage communications for M&A, including planning, messaging, content creation, stakeholder management, and post-merger integration plans
• Deliver the weekly e-newsletter, including content creation, email templates, distribution lists, and regulatory and market updates
• Maintain the US website and social media channels with the Digital Marketing Team and run ad campaigns when relevant
• Manage in-person and virtual company events, including logistics, merchandising, booth design, messaging, positioning, and content
• Manage SmartestEnergy’s attendance at The Energy Professionals Association events and conferences
• Contribute to corporate reports, including global annual and sustainability reports
• Collaborate with the Global Senior Marketing Manager on US-aligned brand messaging
• Activate global sustainability and DEI strategies and communications while following governance and compliance requirements