Senior Smart Pre Pay Analyst

So Energy; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

So Energy is seeking a Senior Smart Pre Pay Analyst to join their Metering Team, focusing on managing Smart Pay As You Go services. This role involves problem-solving, supporting SPAYG operations, and ensuring exceptional service for prepay customers. Ideal candidates will have strong analytical skills and enjoy working collaboratively.

Benefits

Personalised Learning and Development Budget

Hybrid working hours

Choice of Mac or Windows

1 Birthday day off

3 So Giving Days

Religious Celebrations Leave

Mental Healthcare Sessions

Enhanced Family Leave

Qualifications

• Strong analytical and detail-oriented aptitude required.
• Ability to manage SPAYG processes and solve complex queries.
• Enjoys supporting with training of new team members.

Responsibilities

• Support change of mode and management of SPAYG meters.
• Act as a Subject Matter Expert providing advice to senior management.
• Handle complaints and escalations focusing on customer delivery.

Skills

Problem-solving

Data analysis

Communication

Organizational skills

Time management

Tools

Microsoft Office

ESG uSmart BOL

Gentrack Junifer CRM

Job description

London HQ -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
• Technology – Your choice of Mac or Windows
• 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

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

Senior Smart Pre Pay Analyst at SO ENERGY

Senior Smart Pre Pay Analyst at SO ENERGY
Reporting into our Metering Team Leader, we’re looking for a Senior Smart Pre Pay Analyst to join the team. So Energy is ramping up its Smart Pay As You Go customer base as a result of new initiatives, technology and processes designed to provide our customers with a market ready Smart Prepayment service. We are currently recruiting for a Senior SPAYG Specialist to be at the forefront of this exciting launch to be at the forefront of that change, providing critical knowledge, support and problem solving to ensure we can continue to provide an outstanding service for our prepay customers.

What you’ll be getting up to:

• Supporting the change of mode, prepay operations and management of SPAYG meters
  
• Support any SPAYG related activities within the Payments & Collections processes
  
• Completing relevant Request For Information (RFI) requests, working with the data teams to adjust reporting as required to meet any Ofgem or other regulatory request
  
• Providing support to the general metering team and wider business on complex SPAYG related queries
  
• Acting as a key point of contact for our third parties such as PayPoint, our PAN Card Print Provider, MOP/MAM etc.
  
• Act as a Subject Matter Expert on SPAYG providing advice and information to senior management as and when required
  
• Taking ownership of complaints and escalations with a focus on delivering for our customers
  
• Supporting new members of the team to grow their knowledge
  
• Ability to triage functional aspects of SPAYG systems – identifying root causes of the issue and taking the right action to get it resolved (for e.g. escalating to ESG or Smart DCC)
  
• Supporting and identifying requirements for knowledge transfer between departments and within the metering team
  
• Identifying and developing SPAYG & general metering processes, producing training material where necessary with a focus on continuous improvement
  
• Promoting the benefits of SPAYG to the wider business

This role will be a great fit if:

• Enjoys solving complex problems
  
• Competent in navigating IT systems including Microsoft office packages, ESG uSmart BOL & Gentrack Junifer CRM
  
• Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
  
• Excellent communication and organisational skills
  
• Able to handle data extracts and send them by email or file transfer to third parties (For example, our Top Up Card Process)
  
• Ability to manage time effectively, set priorities and meet deadlines
  
• Ability to learn new skills and adapt to change in a fast paced environment
  
• A strong team player, willing to work together to achieve goals
  
• Be responsible for the constant real time monitoring of SPAYG processes such as in-flight Change of Mode Requests, Top-Up Traffic and investigating and escalating any identified issues with our third party vendors such as ESG, PayPoint or even Smart DCC as required
  
• Enjoys supporting with the training of new and junior team members, providing ad hoc support as needed

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!

APPLICATIONS CLOSE ON 28/07/2025

Hiring Process

1. Talent Screening - 30 minutes
2. Competency Based Interview - 60 minutes
3. Presentation Based Interview - 60 minutes

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 SoEnergy. We strive to embed it not just into our values but throughout our entire culture.