Billing 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 70 current employees, we are small but mighty, delivering more by working together.

**About the role**

The Billing Team is tasked with generating residential bills and assisting with customer and client enquiries.

As the Billing Team Leader, you will oversee a team of three Billing Analysts and one Support Analyst. Your team will ensure accurate and timely billing for customers, support the broader Customer and Client Services Team in payment collection, and address billing-related questions.

**In addition to the above, responsibilities of the Billing Team Leader will include**:

- Leading on billing-related project work; delegating to the wider team where applicable, flagging any issues and acting as a single point of contact for the Department Head by providing regular updates on any ongoing projects.
- Provide the Head of Department with monthly billing related figures.
- Act as a first point of escalation for any billing issues which cannot be resolved by the Billing Analyst for the scheme. Where these cannot be resolved, these are then to be escalated to the Department Head.
- Also act as an escalation point for complaints and enquiries from customers and clients. Ensuring complaints and treated seriously and procedures are followed.
- Act as a point of reference for junior team members, providing support on complex queries where required.
- Maintaining the billing resource library; ensuring that all billing-related processes are documented and that these manuals are current and accurate.
- Working closely with the department head on the recruitment of new team members, and subsequently lead on their training and integration into the team.
- Provide ongoing coaching/training to ensure all analysts are kept up to date with new processes and/or system improvements.
- Ensure the Billing Analysts are billing all residents accurately in a timely manner.
- Completing manager call-backs within the required timeframe.
- Making suggestions for continuous process improvements and implementing where appropriate.
- Oversee performance and absence management of all Billing Analysts.

**Location and working hours**:
Insite Energy, Studio 4, Stuart House, St John’s Street, Peterborough, PE1 5DD, UK (Hybrid working available)

37.5 hours per week: Monday to Friday, 09:00 - 17:30 (30-minute lunch break plus two 15-minute breaks)

**Required skills and attributes**:

- Ability to demonstrate knowledge and experience in the utilities marketplace, is a significant advantage.
- Proven track record of consistently achieving high results, including meeting SLA targets.
- Exceptional communication skills.
- Excellent organisational abilities.
- Previous experience in line management.
- Skilled in supporting and coordinating daily activities of colleagues.
- Expertise in creating a first-class culture that ensures high staff retention and engagement.
- Strong mentoring and coaching abilities to enhance team performance.
- Experience in chairing team meetings and conducting one-on-one sessions.
- Effective time management skills.
- Ability to build positive relationships with a diverse range of individuals.
- Proficient in Excel to an intermediate level as minimum.

**Benefits**:

- £30,000 per annum, depending on knowledge and experience.
- 33 days holiday, including English bank/public holidays.
- Birthday leave - additional day off for your birthday.
- Additional holiday purchase scheme.
- Pension matched at 4%.
- Vibrant company to work for, great culture.
- Regular team events as well as company-wide Summer and Christmas parties.
- Relaxed dress code with fabulous office environment; fresh, modern with onsite café.
- Newly refurbished gym with free access including bootcamp classes at Stuart House.
- Employee online Wellbeing Centre + access to a free and confidential Employee Assistance Program
- Employee discounts and deals scheme on a range of products and services
- Do right with Insite - Our Corporate Social Responsibility program provides our employees with up to 2 days of paid time off per year to engage with company volunteering initiatives.

**Our Values**:WOW ME | OWNERSHIP | ONE TEAM | DEDICATION | RESPECT**

**Job Types**: Full-time, Permanent

Pay: £30,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Canteen
- Casual dress
- Company pensi