Junior Credit Controller

Purpose of the role
Join Insite Energy as a Junior Credit Controller and help residents manage their utility accounts across our heat network portfolio. Working closely with the Senior Credit Controller, you’ll support early-stage arrears collection, engage with residents, administer payment arrangements and maintain accurate customer records. You’ll help reduce outstanding debt while delivering a supportive, customer-focused service, with complex and sensitive cases managed by the Senior Credit Controller. As the team evolves, you’ll also contribute to improvements in processes and systems.

Duties & Responsibilities 
Resident debt management

• Manage a portfolio of resident accounts with low to medium-level arrears.
• Conduct outbound calls, emails, and written correspondence to residents regarding overdue accounts.
•  Support residents in establishing affordable payment plans in line with company procedures.
• Process payments and assist residents with Direct Debit set-up and account queries.
• Maintain accurate records of all resident interactions and account activity.
• Support the progression of accounts through the debt recovery process in adherence with company
  procedures.
• Provide support across resident and client-side credit control activities as required, under the guidance of the Senior Credit Controller.
•  Assist in maintaining service levels by providing cover for inbound telephone enquiries during periods of absence or increased demand.
• Escalate complex arrears cases, vulnerable residents, legal proceedings, and strategic debt recovery matters to the Senior Credit Controller for review and management.

Resident engagement and support
•    Build positive and professional relationships with residents.
•    Encourage early resident engagement to prevent arrears from escalating.
•    Signpost residents to relevant support services where appropriate.
•    Ensure all communications are clear, respectful, and customer-focused.
•    Respond to resident queries promptly and professionally.
•    Provide ad hoc contact centre cover where required.

Administration & Reporting

• Update customer records directly into Insite’s Customer Information System (CIS) and maintain accurate account notes.
• Produce routine periodic reports on arrears activity and collection of outcomes.
• Assist with account reconciliations and data validation exercises.
• Monitor repayment arrangements and proactively follow-up on missed payments.
• Support the preparation of information required for audits, reviews, or legal processes.

Compliance & legal processes

• Ensure all actions comply with housing legislation, pre-action protocols, and regulatory standards (notably Ofgem’s Heat Network (Market Framework) (Great Britain) Regulations 2025).
• Assist with the preparation of documentation required for legal proceedings where necessary, under the guidance of the Senior Credit Controller.
• Maintain accurate records to support audits, regulatory reviews, and casework scrutiny.
• Follow all company policies, debt recovery procedures, and regulatory requirements.
• Ensure customer information is handled confidentially and in accordance with data protection requirements.
• Support fair and consistent treatment of all residents.
  

Working Hours & Location
•    37.5 hours per week Monday to Friday 09:00 to 17:30.
•    60-minute lunch break (unpaid) during each working day.
•    Office location: Stuart House, Peterborough (PE1 5DD) 
•    Working from home available as agreed with the line manager and business needs.

Qualifications, Key Competencies, Skills & Experience
Essential skills and qualifications:
•    Previous experience in customer service, or an administrative role.
•    Strong communication skills, both written and verbal.
•    Confidence speaking with customers by telephone.
•    Ability to handle difficult situations and sensitive conversations professionally, confidently, and empathetically.
•    Good organisational skills and attention to detail.
•    Basic to intermediate Microsoft Office skills (Excel, Word).
•    Strong numerical and problem-solving skills.

Desirable:
•    Previous experience in credit control, debt collection, utilities, housing, or property management.
•    Understanding of payment plans and debt recovery processes.
•    Knowledge of vulnerable customer support principles.
•    Experience using CIS/CRM, billing, or account management systems.
•    Experience supporting both residential and commercial customer accounts.

Personal attributes:
•    Customer-focused and empathetic.
•    Positive and professional approach.
•    Willingness to learn and develop.
•    Resilient and confident when dealing with challenging situations.
•    Ability to work independently and as part of a team.
•    Strong commitment to delivering excellent customer service.

Holiday Allowance: 25 days of holiday per year, plus English bank and public holidays.

Probation: 3 Months Probation 

Company Benefits

•  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 two 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.

Our benefits package offers a vibrant and supportive work environment, access to a gym, work-life balance, and community engagement.

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