Head of Affordability and Vulnerability

Join Our Team as Head of Affordability & Vulnerability

Are you passionate about creating meaningful change and supporting those in need? Do you want to lead with empathy, fairness, and purpose? At E.ON Next, we’re committed to protecting and uplifting our vulnerable customers. With 40% of our customers registered on our Priority Services Register (PSR) and affordability a top priority for regulators and government, this role offers significant scope to drive social value and make a tangible difference in people’s lives.

As Head of Affordability & Vulnerability, you’ll shape and lead strategies that safeguard vulnerable customers while balancing fairness and commercially sustainable outcomes. Acting on behalf of the Director of Credit Management, you’ll ensure E.ON Next delivers on its social obligations, protecting customers from harm and placing their needs at the heart of our operations.

Main Responsibilities

Lead the Strategy for Supporting Vulnerable Customers

Shape E.ON Next’s approach to supporting vulnerable customers, ensuring empathy and care in addressing financial and non-financial challenges.
Drive continuous improvement in customer journeys, using data to prioritise vulnerable customer’s needs.
Lead forums and initiatives to mitigate risks and protect customers from harm.

Empathetic Debt Management

Balance compassionate debt recovery strategies with commercial outcomes.
Ensure tailored protections for vulnerable customers while influencing policy to support fair affordability measures.

Inspiring Leadership

Guide the Affordability & Vulnerability team with purpose, aligning plans with strategic goals.
Oversee critical processes for high-risk customer groups, ensuring safeguards are in place.

Build Meaningful Partnerships

Collaborate with charities and organizations to enhance services for vulnerable customers, creating a network of support.

Champion Policy Change and Innovation

Advocate for best practices and policy improvements to better serve vulnerable customers.
Represent E.ON Next as a visible leader driving innovation and positive outcomes.

Policy and Compliance Oversight

Ensure internal policies meet regulatory standards while protecting customers and minimizing risks.

What We’re Looking For

Significant experience of both operational and strategic leadership within a vulnerability or debt focused area.
Significant experience of working in a matrix fashion, influencing cross functionally.
Experience of driving innovative outcomes.
Highly values based & strongly ethically minded – empathetic & motivated by driving positive impact on people’s lives.
Commercially aware & adept, able to unlock commercial value for an organisation.
A good working knowledge of regulatory obligations relating to affordability & vulnerability.
Experience of successfully developing partnerships with third parties that drive value.
Experience of driving great outcomes through operational teams (directly & via other leaders).
Excellent leadership and interpersonal skills.
Experience of highly operational and cost driven organisations.

Why Join Us?

This is more than a leadership role; it’s an opportunity to make a real difference. At E.ON Next, we take pride in our commitment to fairness, innovation, and social value. If you’re motivated to champion the needs of vulnerable customers and lead with heart, we’d love to hear from you.

Here’s what else you need to know

Location – Nottingham – (E.ON Next office, Trinity House, 2 Burton St, Nottingham NG1 4BX) with travel to our other sites when required.
Working environment: Flexible hybrid working – a blend of in the office and home working.
Work life balance – we work Monday-Friday 9AM-5PM to service our customers and make sure they have an unforgettable experience.
26 days holiday plus bank holidays each year – this includes a guaranteed day off for your birthday if you want it.
Generous pension scheme (you contribute 5%, we contribute 6%, increasing to 10% after 2 years)
Excellent parental leave allowance.
The chance to choose from our award-winning Flexible Benefits package which includes the option to buy up to 10 days holiday a year.
We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.
For all successful candidates.  Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider.