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Junior Credit Controller
Insite Energy. Manage a portfolio of resident accounts with low to medium-level arrears .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on managing resident accounts, conducting effective communication, and supporting debt recovery processes. Proficient in maintaining accurate records and ensuring compliance with housing legislation and data protection requirements.
Highest-signal resume keywords
Customer Service ExperienceDebt Recovery Process ManagementStrong Written And Verbal CommunicationMicrosoft Office ProficiencyAttention To Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Debt RecoveryAccount ManagementPayment ProcessingData ValidationAccount ReconciliationReport ProductionCustomer Information SystemDirect Debit SetupNumerical SkillsProblem-Solving
Soft Skills
EmpathyOrganizational SkillsResilienceProfessionalismTeam Collaboration
Tools & Technologies
Microsoft ExcelMicrosoft WordInsite Customer Information System
Industry Keywords
Housing LegislationDebt Recovery ProceduresOfgem RegulationsCustomer EngagementSupport Services
About the role
Key responsibilities & impact- Manage a portfolio of resident accounts with low to medium-level arrears
- Conduct outbound calls, emails, and written correspondence regarding overdue accounts
- Support residents in establishing affordable payment plans
- Process payments and assist with Direct Debit setup and account queries
- Maintain accurate records of resident interactions and account activity
- Progress accounts through the debt recovery process in accordance with company procedures
- Provide support across resident and client-side credit control activities under the Senior Credit Controller’s guidance
- Provide inbound telephone and ad hoc contact centre cover
- Escalate complex arrears cases, vulnerable residents, legal proceedings, and strategic debt recovery matters
- Build positive relationships with residents and encourage early engagement
- Signpost residents to relevant support services
- Respond promptly and professionally to resident queries
- Update customer records in Insite’s Customer Information System and maintain account notes
- Produce routine reports on arrears activity and collection outcomes
- Assist with account reconciliations and data validation
- Monitor repayment arrangements and follow up on missed payments
- Support preparation of information for audits, reviews, or legal processes
- Ensure actions comply with housing legislation, pre-action protocols, regulatory standards, and Ofgem’s Heat Network (Market Framework) (Great Britain) Regulations 2025
- Assist with legal-proceedings documentation under the Senior Credit Controller’s guidance
- Handle customer information confidentially and in accordance with data protection requirements
- Support fair and consistent treatment of residents
Requirements
What you’ll need- Previous experience in customer service or an administrative role
- Strong written and verbal communication skills
- 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, including Excel and Word
- Strong numerical and problem-solving skills
- 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
- Ability to work Monday to Friday, 09:00 to 17:30, for 37.5 hours per week
Benefits
Comp & perks- 25 days of holiday per year, plus English bank and public holidays
- Employer pension contribution matched at 4%
- Employee Assistance Programme (EAP) with free, confidential support
- Up to two paid days off per year for volunteering with company-led initiatives
- Regular company social events, including an annual Summer Party and Christmas Party
- Access to a gym
- Work-life balance
- Diversity, inclusion, equal opportunities, and reasonable adjustments