Enforcement Operations Team Leader

Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!

Location : London / Manchester - Hybrid

Sponsorship: We are unable to offer sponsorship for this role

The Role

The Residential Energy Enforcement Operations Team Leader will oversee warrant execution and provide litigation support within the residential energy collections function. The role involves managing a team of Enforcement Specialists and coordinating with third-party legal partners to pursue debt recovery actions (for example, applying for warrants or court orders) in accordance with regulatory requirements. You will ensure all recovery steps (reminders, pre-disconnection notices, etc.) are correctly completed, proceeding to enforcement only when appropriate, and that vulnerable customers are treated with extra care. The role balances achieving collections targets (arrears reduction, case resolution, etc.) with a customer-centric, compassionate approach. This includes strict compliance with Ofgem licence obligations and adherence to industry best practice on vulnerability support.

Reporting to Payments Manager 👋

⭐ Why So Energy?

So Energy was created in 2015 because we knew energy suppliers could be better . Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we’re not done! We’re on the road to a net-zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.

We’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.

At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable
  

What you’ll be getting up to in this role:

Key Responsibilities

• Team Leadership: Lead, motivate and manage a small team of Warrant and Litigation Specialists. Provide coaching, training and regular feedback to ensure high performance and adherence to processes. Conduct performance reviews and develop staff to meet team goals.
• Warrant Execution Oversight: Manage the end-to-end warrant application and execution process (for example, warrants of entry for meter fitting or debt enforcement). Coordinate internal approvals and scheduling with enforcement agents. Ensure warrants are issued only after all reasonable recovery steps have been taken.
• Litigation Support: Work with the external litigation partner or law firm to prepare and submit court documents (such as charge orders, CCJ applications and warrants). Ensure case files and account records are accurate and complete. Escalate legal issues to senior management as needed.
• Performance Management: Monitor collections metrics (arrears levels, recovery rate, aged debt, warrant outcomes) and drive continuous improvement. Produce regular performance reports and ensure the team meets monthly and quarterly targets. Define and refine KPIs for warrant/litigation processes.
• Compliance & Governance: Ensure all activities comply with relevant laws and regulations. Adhere to Ofgem licence conditions industry debt collection protocols and internal policies. Maintain audit trails and risk registers and ensure that any third-party agents/bailiffs follow governance rules and company guidelines.
• Customer Focus & Vulnerability: Champion a customer-centric approach. Work with customer service and vulnerability teams to identify customers in hardship or on the Priority Services Register and ensure they receive appropriate payment support or referrals. Balance recovery efforts with empathy and flexibility for genuinely vulnerable customers.
• Process Improvement: Continually review and enhance internal processes around warrant enforcement and litigation support. Identify opportunities to streamline workflows, reduce delays and minimise customer impact.
• Stakeholder Collaboration: Engage with internal teams to coordinate debt recovery end-to-end. Liaise with external partners and ensure their performance meets company standards. Influence senior stakeholders to secure resources or policy changes as needed.
• Regulatory Updates: Stay informed on regulatory or legislative changes affecting enforcement. Update team policies and training materials to reflect any new requirements.

You’re a great match if:

• Significant experience (typically 3+ years) in debt collections, credit control or accounts receivable; experience in the energy/utilities sector is highly advantageous.
• Proven people management experience with the ability to lead by example and develop team capabilities.
• Strong knowledge of UK debt recovery processes and regulations and relevant energy licence conditions.
• Familiarity with consumer protection and vulnerability commitments in utilities. Knowledge of the Energy UK Vulnerability Commitment and Ofgem guidelines on hardship is desirable.
• Track record of meeting or exceeding collections KPIs and targets.
• Excellent stakeholder management and communication skills – able to liaise effectively at all levels.
• Strong analytical and organisational skills, with attention to detail.
• Empathy, patience and professionalism in dealing with customers under financial stress.
• Proficiency with collections software and standard office tools (CRM systems, Excel for reporting).

Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

📅 Our Hiring Process:

1. Talent Screen - 20 minutes Teams call
2. Competency-based Interview
3. Final stage interview and presentation with Payments Manager & Head of Payments

🤝What’s in it for you?

Smart Working Charters

• Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.

Growth & Development

• P ersonalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
• Internal learning platform – with thousands of valuable resources.

Pay & Reward

• Up to 10% performance bonus – based on company and personal performance.
• Annual Salary Reviews – to ensure we remain competitive in the market.
• Commitment to being a real living wage provider .

Time Off That Matters

• Your birthday off – it only comes once a year, so enjoy it!
• 3 So Giving Days – spend time supporting a cause you care about.
• Enhanced family leave – supporting you through every life chapter.

Health & Wellbeing

• Unmind – Access to personalised coaching or therapy to support your mental wellbeing.
• Physical Support – Free eye tests, flu vaccinations.
• Access to Perkbox – Additional wellbeing & savings benefits.
  
• Menopause Policy – To ensure all employees are being taken care off.

Belonging & Recognition

• Affinity Groups – join one of our employee groups to foster meaningful connections.
• Bi-annual Value Awards – because your hard work deserves recognition.
• Monthly events – to find balance and bring our team together.
• Charitable Fundraising – to give back to our communities.
  

🧩 Diversity, Equity, Inclusion & Belonging

As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are a global community, and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise . Inclusion isn’t just an initiative at So Energy. We strive to embed it throughout our entire culture.