Head of Collections and Vulnerability

Role OVOView

Team: Customer Ops & Balances

Salary banding:

Experience: Experienced

Working pattern: FullTime

Reporting to:Director of Customer Balances & Vulnerability

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Optimize Enhance Lead

Top 3 qualities for this role: Leadership Communication ProblemSolving Mindset

Where youll work:

At OVO we understand that a one size fits all approach doesnt work for everyone. Thats why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol Glasgow or London) providing a dedicated space for collaboration connection and teamwork. Youll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO we are on a mission to solve one of humanitys biggest challenges the climate crisis. And we know it takes all of us to change the world. Thats why we need diverse people from all abilities gender identities ethnicities ages sexual orientations life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So naturally the team youll be joining plays a gigantic role in making that happen.

Were working to build and optimise credit risk and collections capability at OVO with a particular emphasis on reducing the bad debt charge and delivering good customer outcomes.

This role in a nutshell:

The successful candidate will be working within the Payments Vulnerability & Collections team supporting the wider COO function and Strategic teams to deliver transformational change. As Head of Collections & Vulnerability you will own the collections strategy and risksegmented pathways ensuring performance aligns with business goals regulatory requirements and customer fairness principles. You will lead efforts to reduce bad debt improve customer engagement and support vulnerable customers while driving transformational change across collections and affordability.

You will be responsible for:

• Developing and executing collections strategies using data insights segmentation and risk models.
• Owning policies for affordability arrears management and customer contact ensuring regulatory compliance.
• Enhancing collections performance while ensuring customers in financial difficulty receive fair and appropriate support.
• Managing Warm Home Discount (WHD) community engagement and thirdparty relationships to improve vulnerable customer and affordability outcomes.
• Driving digital and selfservice innovation ensuring the right tools and technology are in place for agents and customers.
• Collaborating across Risk Legal Compliance and Operational teams to align collections with broader strategic objectives.
• Leading motivating and developing a highperforming team fostering a culture of continuous improvement and customerfirst thinking.

Key Responsibilities:

Collections Strategy & Performance

• Design and execute a datadriven collections strategy ensuring the right risk segmentation and customer engagement approaches.
• Use predictive analytics AI and digital tools to improve contact strategies reduce roll rates and enhance recovery performance.
• Implement systems and processes to track and improve collections KPIs while ensuring compliance with Ofgem and FCA guidelines.
• Align collections activities with business objectives risk appetite and affordability policies.
• Monitor industry trends and incorporate best practices to continuously enhance collections performance.
• Ensure collections agents have the right technology and support to engage effectively with customers.

Vulnerability & Affordability

• Own the vulnerability strategy ensuring effective support for customers in financial difficulty and vulnerable situations.
• Manage schemes including Breathing Space Debt Respite hardship grants and Warm Home Discount (WHD) .
• Work closely with community partners charities and government programs to enhance affordability initiatives.
• Ensure policies and processes are fully compliant with regulatory standards and deliver fair customer outcomes.

Leadership & Collaboration

• Lead develop and inspire a highperforming team fostering a culture of customer focus compliance and continuous improvement.
• Work closely with senior stakeholders across risk legal compliance finance and operations to align strategies.
• Influence policy changes regulatory responses and risk management decisions at an executive level.

Youll be successful in this role if you have

• Proven experience in credit risk and collections strategy development within utilities or financial services.
• Strong understanding of Ofgem FCA and debt management regulations.
• Experience in energy sector collections and/or vulnerability strategy.
• Track record of delivering transformational change in collections and affordability processes.
• Proven ability to align collections strategy with business objectives and risk frameworks.
• Strong stakeholder management and influencing skills at a senior level.
• Experience in budget forecasting and management.
• A passion for creating positive customer outcomes especially for vulnerable customers.

Lets talk about whats in it for you

Well pay you between 75000 and 95000 depending on your specific skills and experience. If your expectations are a little different have a chat with us!

We keep our pay ranges broad on purpose to give us and you flexibility to match your experience to our zero carbon mission.

Youll be eligible for an ontarget bonus of 15. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal.

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVOand theres flex pay. Its an extra 9 of your salary on top of your core pay to use as you like. You can take it as cash add to your pension or choose to spend it on a huge range of flex benefits.

Heres a taster of whats on offer:

For starters youll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level critical illness cover life assurance health assessments and more

For your wellbeing
With gym membership gadget travel and cyber insurance workplace ISA will writing services DNA testing dental insurance and more

For your lifestyle
With extra holiday buying discount dining culture cards tech loans and supporting your favourite charities with giveasyouearn donations

For your home
Get up to 300 off any OVO Energy plan (when you pay by Direct Debit) plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultralow emission car leasing plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people we need to listen to each others experiences and find ways to build a truly inclusive and diverse workplace. As part of this we have 8 Belonging Networks at OVO. Led by our people for our people so when you join OVO you can play a part big or small with any of the Networks. Its up to you.

Oh and one last thing...

Wed be thrilled if you tick off all our boxes yet we also believe its just as important we tick off all of yours. And if you think you have most of what were looking for but not every single thing go ahead and hit apply. Wed still love to hear from you! If you have any additional requirements theres a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..

Required Experience:

Director