Contract Type: Full Time – 6 Month Fixed Term Contract
Location: Midlands and East - Waterfront House
About the Role
MTVH are looking for a dedicated and customer-focused Heat Network Metering and Billing Specialist to join our Customer Services team. This is an exciting opportunity to be part of a rapidly evolving industry, helping to deliver an excellent experience for customers across our heat metering and billing portfolio, while contributing to compliance requirements and effective income recovery.
As the primary point of contact for customers, contractors, internal colleagues and stakeholders, you will provide expert advice and support on heat network metering and billing matters. You will manage customer queries, oversee billing-related processes, monitor performance against service standards, and work closely with suppliers to ensure services are delivered effectively and represent value for money.
Therefore, as part of the team, you will help deliver high-quality services that put customers first. You'll analyse data and occupancy information, support debt recovery activities, coordinate contractor performance, and contribute to continuous service improvements. This is a varied role that requires strong communication skills, attention to detail, and the ability to build positive relationships with a wide range of stakeholders.
Key Responsibilities
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Act as the lead contact for customers, contractors and internal teams on heat network metering and billing queries.
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Manage customer enquiries and complaints, ensuring they are resolved within agreed service standards and SLAs.
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Support effective debt management and revenue collection through the application of income recovery procedures.
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Monitor occupancy data, maintain accurate records and produce reporting to support service delivery and billing accuracy.
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Work collaboratively with contractors and stakeholders to deliver maintenance programmes, repairs and improvement projects while monitoring performance against KPIs
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Raise and monitor purchase orders, invoices and expenditure to ensure effective financial management and value for money.
What You'll Need to Succeed
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Strong communication and customer service skills, with the ability to build effective working relationships with a variety of stakeholders.
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Proven experience in a role involving heat networks, billing, utilities, housing, contract management, income recovery or a related service environment.
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Experience managing and analysing large datasets, with the ability to produce accurate reports and identify trends.
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The ability to manage complaints confidently and professionally, delivering positive outcomes for customers.
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Excellent organisational skills with the ability to prioritise workload and work effectively under pressure.
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Strong IT skills, including experience using databases, spreadsheets and Microsoft Office applications.
Why Join MTVH?
At MTVH, you'll be joining an organisation committed to delivering excellent services and making a positive difference to our customers' lives. You'll work within a supportive and collaborative team environment, where your contribution will help shape and improve vital services for residents.
Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.
We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.
We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15 – which represents London’s largest housing associations – we influence policy for the benefits of our residents and the wider sector.
In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.
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