Heat Network Customer Service and Billing Manager

Job description

Contract terms

Starting salary: PO6 (£54,267 – £57,402)
Work location: Alexandra House, 10 Station Road, Wood Green, London, N22 7TR
Hours per week: 36 per week
Contract type: Permanent
Closing date: Sunday, 16th November2025 at 23:59
Expected interview date: W/c 1st December 2025

About Haringey

Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture.

Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.

About the role

This role sits within the Income Management Service, which has been leading the transition and expansion to metered heat billing and collection since October 2024. You will play a pivotal part in ensuring the successful delivery of our third-party billing and collection contract, making sure it aligns with council requirements and supports accurate, efficient charging processes.

Your responsibilities will include maintaining up-to-date tenant records for billing purposes, monitoring collection performance, and identifying opportunities to maximise income. A strong working knowledge of heat metering is essential, as is the ability to collaborate effectively with internal teams and external partners.

This is a customer-focused role that demands attention to detail, proactive problem-solving, and a commitment to delivering high-quality service in a complex operational environment.

About the team

The Income Management Service plays a vital role in overseeing the collection of housing-related income across a range of tenures. Over the past few years, the team has been on a focused improvement journey, making significant strides in streamlining processes and enhancing service delivery.

The service is structured into three key areas: Income Management, Housing Income Maximisation, and Rent Accounts. This role sits within the Rent Accounts team, which is responsible for maintaining accurate rent records and ensuring effective billing and reconciliation. You’ll be reporting directly to the Head of Income Management and working alongside a dedicated group of professionals committed to delivering high-quality outcomes for residents and the Council. Collaboration, innovation, and a strong customer focus are at the heart of everything we do.

About you

You’re a proactive and well-organised professional with excellent communication skills and a strong understanding of heat metering and billing operations. You thrive in roles that require analytical thinking and strategic oversight, and you’re committed to helping the Council deliver on its priorities in this space.

You’re confident in interpreting complex information quickly and have experience calculating annual tariffs in line with council policy. Your awareness of upcoming Ofgem regulations and your knowledge of contract management equip you to anticipate challenges and contribute to long-term planning, including post-contract delivery strategies.

You’re comfortable preparing clear, well-structured reports that present realistic and actionable options to senior management. Your ability to work collaboratively and influence decision-making makes you a valuable contributor to service improvement and operational success.

Working for Haringey

At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community.  Our benefits package includes a leave entitlement of 31 days + bank holidays, potential hybrid working opportunities, health and wellbeing support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.

Please note: we reserve the right to end this advert before the noted deadline if we receive sufficient applications. If you wish to apply for this role, please ensure that you do so as soon as possible.  

Additionally, we are aware that automated emails may be diverted through to junk email folders.  Please continue to check these through the application process.  If you have any questions about the status of your application, please contact ResourcingHub@haringey.gov.uk