About the role
Insite Energy is seeking a Senior Credit Controller to lead our approach to managing and reducing resident arrears across heat network consumption. This role combines strong financial oversight with empathetic resident support, ensuring fair and sustainable outcomes for both residents and clients.
What youll do
Lead and improve resident debt-recovery processes and communication templates.
Manage the full arrears lifecycle, from early intervention to formal recovery.
Work with the billing team to ensure accuracy and support effective debt resolution.
Create fair repayment plans and identify/support vulnerable residents early.
Handle complex and high-risk cases, including legal escalation and, only as a last resort, disconnection.
Produce monthly performance reports for leadership and regulators such as Ofgem.
Analyse arrears trends and implement strategies to improve collection rates.
Build constructive relationships with residents, offering budgeting support and signposting to external help.
Collaborate with welfare teams and agencies such as StepChange and Citizens Advice.
Ensure compliance with legislation, protocols, and regulatory standards.
Oversee legal documentation for court proceedings when required.
Lead and develop a future team of Resident Credit Controllers, setting KPIs and coaching on best practice.
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.
Required skills and attributes:
Experience in B2C resident debt management and handling sensitive conversations.
Knowledge of housing law and pre-action protocols.
Excellent negotiation and conflict-resolution skills.
Ability to analyse arrears data and produce actionable insights; strong Excel skills.
Experience leading or supervising a team.
Strong organisational skills and attention to detail.
Excellent written communication and proficiency in Microsoft Word.
Desirable
Experience in social housing, local authority housing, or residential property management.
Knowledge of heat networks and Ofgem regulation.
Familiarity with income-management systems or housing-management platforms.
Understanding of safeguarding principles and vulnerability indicators.
Professional credit-management qualifications.
Personal attributes
Empathetic and resident-focused.
Confident decision-maker who balances compassion with accountability.
Strong communicator who builds trust with residents and colleagues.
Resilient, proactive, and comfortable managing challenging conversations.
Passionate about improving outcomes for residents and communities.
Benefits:
Salary: Competitive salary based on knowledge, skills and experience.
Holiday Allowance: 25 days of holiday per year, 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. Additional information can be viewed here
Social Events: Regular company social events, including an annual Summer Party and Christmas Party.
This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement.
About Insite
Established in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.
We pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating. With just over 90 current employees, we are small but mighty, delivering more by working together.
At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.
Our Values: Community
Innovation
Excellence
Sustainability
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