Head of Collections and Vulnerability

Role OVO-View

Team: Customer Ops & Balances

Salary banding: £75,000 - £95,000

Experience: Experienced

Working pattern: Full-Time

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, Problem-Solving Mindset

 

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s 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. You’ll also have the flexibility to work from home.

 

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's 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 you’ll be joining plays a gigantic role in making that happen.

We're 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 risk-segmented 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) execution, community engagement, and third-party relationships to improve vulnerable customer and affordability outcomes.
• Driving digital and self-service 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 high-performing team, fostering a culture of continuous improvement and customer-first thinking.

Key Responsibilities:

Collections Strategy & Performance

• Design and execute a data-driven 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) execution.
• Work closely with community partners, charities, and government programs to enhance affordability initiatives.
• Ensure policies and processes are fully compliant