Customer Service Billing Support

About the role

Insite Energy is recruiting for a Customer Service Billing Support, this role would suit 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. You’ll also work closely with our Customer Service Advisors, 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. This is a role where your attention to detail and problem‑solving skills will make a real impact.

Duties and responsibilities include

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).

Monday to Friday 09:30 - 17:30.

Office location: Stuart House, Peterborough (PE1 5DD) with flexibility to work from home as agreed with line manager.

Required skills and attributes

Essential 

Prospective applicants must be effective in time management.

Display attention to detail and able to identify grammar, spelling, and numerical errors in correspondence.

Intermediate level in using MS Word, Outlook and Excel.

Must be able 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. 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