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Financial Solutions Manager

Do you have a real business drive and a great focus on customer service?


At npower Home & Business we are seeking a people and deliverables focused Financial Solutions Manager to join our major contact centre in Rainton, near Durham. 
Reporting into the Head of Customer Collections, the role of Financial Solutions Manager is to lead a team who provide support to customers who are having difficulty paying their energy bills . This team has a priority to protect all of our vulnerable customers whilst also pursuing the best commercial outcome for our organisation. 
Being based at our Rainton contact centre Monday - Friday working 08.00-16.00 or 09.00-17.00 your role here will involve managing 13 direct reports who each direct around 15 contact centre Advisors. 
As such, you should be confident in managing large scale customer operations, ideally in a contact centre environment. 
Our team receives mostly inbound calls from our customers and we seek to provide the best resolution we possibly can. The role also includes managing an outbound collections team who proactively reach out to customers who are having issues paying their energy bills. 
Around half of your time as a Financial Solutions Manager will be interacting with the team on a day to day basis to understand our business and customer needs and around half of your time will involve working with other senior partners such as Operations Readiness, Change and Credit Risk in order to continually improve and assess our service and deliverables. 
Standard contact centre targets will form part of your focus together with complaints resolutions, debt recovery, quality and compliance. 


Our essentials:
You should have a great capability handling large customer centric operations
You'll be very resilient as we balance complex needs of our customers together with the need for the right commercial outcome. 
You should be capable of linking in with multiple departments working toward common goals
You will be adept at using Office products such as Excel and Powerpoint in order to track performance and communicate across the business


Knowledge of a utilities or regulated environment would be useful 

What we offer our people

As well as a competitive salary of circa £55,000 and a great benefits package which includes a 15% bonus opportunity, pension, healthcare and 25 days holiday, you’ll also get the opportunity to shape the future of our business. Along the way, we’ll give you all the support you desire to develop your skill set and achieve your long-term objectives.
To see the excellent range of benefits we offer to employees, please visit:


Equal Opportunities
We are committed to building a diverse and inclusive organisation and to valuing the contribution that our employees make. We welcome and respect differences in culture, background, working style, education and other less obvious differences.


Our Company
npower is one of Britain’s leading energy companies, and is part of the innogy SE group. We serve around 5 million residential and business accounts with electricity and gas, with key sites in the South-West, Midlands, North and The North-East of England. Every year, we issue over 22 million bills and answer around 2 million phone calls.
npower is one of the most successful providers of energy supply and solutions to British businesses, and are the first energy company to be awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

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