Billing Team Leader in Peterborough

Insite Energy is looking for a Billing Team Leader to join the Customer Service team within our growing business, leading a team dedicated to delivering timely, accurate residential billing and outstanding customer support. As the Billing Team Leader, you’ll oversee a team of three Billing Analysts and one Support Analyst. Together, you’ll make sure every bill is right, every process is efficient, and every customer query is handled with care. From day‑to‑day billing management to leading on system improvements and major projects, this role offers the opportunity to make a real impact across our business.

What you’ll be doing:

• Managing, coaching, and supporting your team, from performance and quality to recruitment, training, and development.
• Ensuring accurate and timely billing for all residents every month.
• Acting as the first point of escalation for complex billing issues from clients, colleagues, and residents.
• Leading billing‑related projects, including a new ticketing system and a CRM & billing system migration.
• Analysing billing performance data, producing reports, and presenting insights at monthly meetings.
• Identifying opportunities to improve processes, reduce errors, and cut costs.
• Maintaining up‑to‑date billing processes and documentation to support consistency and compliance.
• Handling senior‑level resident queries with empathy and a focus on first‑time resolution.

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:

• Ability to demonstrate knowledge and experience in the utilities industry is a significant advantage.
• Previous experience in line management, supporting and coordinating daily activities.
• Exceptional communication skills.
• Effective time management and organisational skills.
• Expertise in building rapport and 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.
• Proficiency in data analysis and Microsoft Excel to an intermediate level as minimum.

Benefits:

• Salary: Competitive salary, based on 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.
• 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