Payments and Collections Business Analyst

🌍 UK, Hybrid

⭐️ Our Perks

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
• Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave
• Values-driven culture – we’re really proud of our culture.

So Energy

Who we are

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 want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

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

The Role

Payments & Collections Business Analyst at SO ENERGY

We’re looking for a commercially focused Data Analyst to join our Customer Operations function. This role is embedded within the Payments and Collections function and plays a crucial part in using data to identify trends, support operational improvement, and deliver better outcomes for our customers and frontline teams.

This role suits someone who thrives on making data accessible and actionable, with excellent SQL skills, a strong eye for process efficiency, and a natural ability for storytelling through data. You’ll be expected to work closely with operational leaders to uncover insights and recommend improvements, while also collaborating with the central Data team to ensure scalable, reliable reporting.

Key Stakeholders:

• Senior Leader
• Heads of Departments
• Tech Leadership
• Payment and Collections Teams
• Customer Operations Teams
• Compliance, Risk & Regs Teams
• Product & Operations Teams

What you’ll be getting up to:

Data Collection & Validation

• Extract payment and collections data from various systems (e.g. CRM, billing platforms) on a daily, weekly, and monthly basis.

• Ensure data integrity by performing routine validations, reconciliations, and checks.

• Collaborate with various teams to troubleshoot any data discrepancies (e.g., missing transactions, duplicate entries).

Reporting & Dash-boarding

• Build and maintain automated dashboards

• Generate standard monthly/quarterly reports for senior leadership, including trend analyses, month-over-month comparisons, and variance explanations.

• Support strategic initiatives and Lead or participate in special projects— providing data analysis, model validation, and performance tracking.

• Conduct “deep dives” into specific issues and coordinate cross-departmental follow-up actions.

KPI Monitoring & Analysis

• Help define, monitor, and report on key performance indicators (KPIs) related to payments

• Perform root-cause analysis for KPI deviations, pinpointing underlying issues such as bottlenecks in the collections workflow

• Recommend corrective actions to improve KPIs, working closely with Collections Operations and Finance teams.

Trend Identification & Forecasting

• Analyse historical payment and collections trends to forecast cash flow, projected delinquency levels, and potential bad-debt exposure

• Present findings on seasonal or customer-segment payment behaviours, highlighting opportunities for process optimisations

• Work closely with the finance team to ensure operational and financial outputs are aligned.

Process Improvement & Automation

• Identify manual or repetitive data preparation tasks and collaborate with Tech/Product partners to automate

• Recommend enhancements to existing payment workflows, such as adopting new payment channels or refining reconciliation logic to reduce manual interventions.

• Document standard operating procedures (SOPs) and data dictionaries for all payment and collections data processes to ensure consistency and knowledge transfer.

Compliance & Risk Management

• Ensure that all data-handling processes adhere to relevant regulations (e.g., PCI DSS for card Payments, GDPR for personal data in collections).

• Work with Compliance and Risk teams to analyse data for potential risks

• Maintain audit-ready documentation, providing data extracts and process explanations for internal and external auditors as needed.

Stakeholder Collaboration & Communication

• Engage cross-functionally across the business to understand reporting needs and pain points.

• Present data insights and improvement recommendations in clear, non-technical language during periodic stakeholder meetings.

• Train end-users (e.g., Collections Agents, Finance Managers) on how to interpret dashboards and reports, ensuring data-driven decision-making across teams.

This role will be a great fit if:

Essential:

• You have advanced SQL skills, with a strong ability to manipulate large and complex datasets.

• Strong analytical and problem-solving skills, with the ability to interpret data and drive actionable insights.

• Proficiency in data analysis techniques, trend analysis, and performance monitoring.

• Excellent communication skills, with the ability to engage and influence stakeholders at all levels.

• Proficiency in using data visualisation and process analysis tools such as Power BI, Visio, or similar platforms.

• Advanced Excel skills

Desirable:

• Prior experience in payments, collections, or any financial analytics is highly desirable.

• Experience with automation tools for workflow optimisation.

• Understanding of regulatory compliance requirements in Customer Operations.

• Familiarity with customer journey orchestration platforms.

• Ability to create and deliver compelling presentations and insight decks.

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

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 not just into our values but throughout our entire culture.