Change of Residency Team Leader

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.

About the role

The Data & Transitions Team are responsible for actioning change of residencies received, ensuring correct processes are followed with regards to issuance of final bills, processing refunds, correctly tracking debt, setting up new resident accounts and sending out relevant communication to applicable parties.

The Change of Residency Team Leader will lead a team of D&T Coordinators. This key managerial position serves as the senior escalation point, reporting directly to the Head of Onboarding.

Duties and responsibilities include:

• Supervising, training, managing and motivating the Data & Transitions team on a daily basis. Holding daily stand ups (DSU's) with the team, planning workloads and delegating tasks.

• Organise and take ownership of team in office days.

• Responsible for managing all performance, conduct or absence management concerns within the Data & Transitions team, following the correct company policies procedures and maintaining confidentiality.

• Build individual development plans based on training needs identified through 121's and work auditing to ensure that members of the team have the necessary skills to perform their duties to the high standards required.

• Support ongoing system and process training and development to ensure all Data & Transitions Coordinators are kept up to date with new processes and or/system improvements.

• Analyse reporting to identify service trends and take proactive steps to address and maximise service delivery alongside submitting suggestions where improvements can be made.

• Managing the team workload, ensuring the different work steams are adequately resourced.

• Escalating system issues and supporting in development of new processes and systems.

• Monitoring Service Level Agreements (SLA's) to ensure they are adhered to and risks are spotted ahead of time and escalated and dealt with appropriately.

• Acting as an escalation point for complaints and enquiries from clients and customers.

• Making suggestions for continuous process improvement.

• Ensure compliance with Data Protection Procedures at all times.

Location and working hours:

• Full-time position (37.5 hours per week).
• Mostly remote working with office working when required (generally once per month)
• Additional office working days available, if preferred
• Office location: Stuart House, Peterborough (PE1 5DD)

Required skills and attributes:

• Previous team leadership experience, in a fast-paced environment, confident in communication and a natural leader.

• The ability to inspire, motivate, and guide team members, leading by example, creating a positive team culture.

• Prior coaching & mentoring experience, providing real-time support, performance feedback, and development opportunities to help employees grow.

• The ability to analyse data, tracking and interpreting Key Performance Indicators (KPIs) and identifying trends and make data-driven decisions for process improvements.

• A proven record in the ability to prioritise tasks, manage workloads efficiently, delegate effectively and meet deadlines.

• A proactive mindset, anticipating trends and potential issues before they escalate and suggesting improvements to processes.

• Prior experience in managing underperforming team members.

Benefits:

• Salary: Competitive salary, dependent 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.

Our Values:

Community

Innovation

Excellence

Sustainability