Payments Operations Coordiantor (FTC)

Payments Operations Coordiantor (FTC) LocationUnited KingdomEmployment TypeFull timeLocation TypeRemoteDepartmentOperations📈 Who We Are:We are rebuilding the energy transaction, making it transparent and fair.Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity.tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators.We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale.In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership.We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide.Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems.At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception.🎙️The RoleWe're hiring a Payments Customer Service Contractor.This is a 6-month contract role providing direct capacity to our payments team, handling customer engagement on email and phone so our permanent team can focus on automating and improving the processes behind it. You'll be the frontline for customers who haven't paid recent invoices, are struggling to pay, or need the consequences of non-payment explained clearly and fairly.You will:Work tickets as they come into the payments inbox, keeping response times fast and consistent.Reach out proactively by email and phone where a customer needs chasing or a payment plan discussed.Set up payment plans for customers in genuine difficulty, and clearly spell out consequences for those who are able but unwilling to pay.Handle manual, currently unautomated tasks that support the wider payments process.You will report into James Harrison-Dunn, Payments Lead.🚀ResponsibilitiesCustomer EngagementRespond to tickets in the payments inbox, working towards a sub-1-hour first response time.Make outbound calls and send outbound emails to chase unpaid invoices or follow up on open cases.Set up and manage payment plans for customers experiencing financial difficulty.Clearly and fairly communicate the consequences of continued non-payment where required.Case Handling & SystemsNavigate multiple internal systems at once to build a full picture of a customer's account and history before engaging.Complete manual data entry and process tasks currently done by hand, accurately and on time.Use AI tools where useful to work through volume more effectively without losing quality.Process AwarenessFlag friction, inefficiencies, or repeat issues to the permanent team as they're spotted.Suggest better ways of handling recurring situations, even where you're not the one implementing the fix.🎯RequirementsMust havesEnergy industry background - non-negotiable, this role needs someone who can hit the ground running from day one.Experience in a debt, collections, sales or complaints team, or as an escalation point in energy customer service.Hands-on experience with a CRM such as Zendesk, Intercom, or Kolleno.Comfortable...