About The Role
Insite Energy is recruiting for a Customer Service Billing Support role. This role suits someone who thrives in a fast‑paced, customer‑focused environment and enjoys bringing clarity to complex account queries. As part of our Customer Service Team, you’ll play a key role in ensuring customer issues are resolved quickly and accurately. You’ll communicate directly with residents, clients, managing agents and landlords, providing clear account breakdowns that support payment recovery and reconciliation, and offering guidance and support on account‑related queries when needed. Beyond day‑to‑day customer interactions, you’ll contribute to wider operational improvements: supporting daily reporting, assisting with higher‑level investigations, analysing root causes of inbound queries, and helping to implement proactive solutions that reduce recurring issues.
Duties And Responsibilities
* Creation of different types of account breakdowns and statement of accounts for residents.
* Reconciliation of payments against customer accounts to ensure that customer accounts are accurate.
* Investigating the full billing history of properties to accurately determine debt or credit liabilities across tenancy periods.
* Responsible for SOA and breakdowns across PAYG & credit billed (whole billing portfolio).
* Generate annual account statements on request and carry out regular quality checks on all issued statements. Any discrepancies must be escalated to IT, with support provided to implement fixes and complete follow‑up testing.
* Manage and take full ownership of the CSBilling inbox, including producing weekly reports on inbox performance metrics.
* Calling residents regarding billing queries and proactively reviewing customer accounts when they call, to identify and resolve any future problems before they arise.
Location and Working Hours
* Full‑time position (37.5 hours per week).
* Office location: Stuart House, Peterborough (PE1 5DD) with flexibility to work from home as agreed with line manager.
We are committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.
Required Skills and Attributes
* Effective time management.
* Attention to detail and ability to identify grammar, spelling, and numerical errors in correspondence.
* Intermediate level in using MS Word, Outlook and Excel.
* Ability to effectively meet deadlines and prioritize work assignments for efficiency.
* Excellent organisational skills.
Desirable
* Experience in a similar role.
* Energy/Utilities sector experience.
Benefits
* Salary: £26,328.38 per annum.
* Holiday Allowance: 26 days of holiday per year (including birthday leave) plus English bank and public holidays, plus an additional day of Birthday leave.
* Pension Scheme: Employer pension contribution matched at 4%.
* Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges.
* Corporate Social Responsibility (CSR) Programme: “DO RIGHT WITH INSITE” provides up to 2 paid days off per year for volunteering with company‑led initiatives.
* Social Events: Regular company social events, including an annual Summer Party and Christmas Party.
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