Payments Operations Coordinator – FTC

tem

Payments Customer Service Contractor engaging with customers for payment issues and plans. Supporting the payments team with ticket management and communication in the energy sector.

Posted 7/16/2026contractRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer payment plans and handling difficult conversations in the energy industry, while effectively utilizing CRM tools to enhance customer support and operational efficiency.

Highest-signal resume keywords

Energy Industry ExperienceCRM Proficiency (Zendesk, Intercom, Kolleno)Debt Collection ExperienceCustomer AdvocacyResilience in High-Volume Environments

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Payment Plan SetupManual Data EntryProcess ImprovementTicket ManagementOutbound Communication

Soft Skills

Customer SupportProactive CommunicationProblem-SolvingSelf-StarterResilience

Tools & Technologies

ZendeskIntercomKollenoAI Tools

Industry Keywords

Debt CollectionCustomer ServiceEnergy SectorPayment ProcessingEscalation Management

About the role

Key responsibilities & impact

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.
Respond 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.
Navigate 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.
Flag 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.

Requirements

What you’ll need

Energy 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 working across multiple systems and teams at once to drive the best outcome for our customers.
Resilience to handle a high volume of difficult conversations without it affecting quality.
Genuine care for supporting customers in payment difficulty, be able to advocate for the customer, while balancing the commercial need of the business.
Self starter, takes responsibility for developing their skills and working across different areas to meet the needs of the business.

Benefits

Comp & perks

Competitive day rate
Fully remote.
Flexible working, with clear core hours and no internal meetings on Friday afternoons.