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Billing Lead

Mallusk, Newtownabbey

About firmus energy

Building on our success as the largest gas supplier by consumption, firmus energy is now expanding its impact by bringing innovation, reliability, and customer-focused energy solutions to electricity. This transition marks a significant milestone in our commitment to Net Zero, and we’re looking for passionate individuals to join us at the forefront of this change. As part of our team, you’ll help shape the future of energy in Northern Ireland, supported by excellent remuneration, benefits and development opportunities in a dynamic and purpose-driven environment.

Role Overview

Based at our Mallusk office and reporting to the Billing Manager, the Billing Team Lead is responsible for leading and developing the Billing Team to ensure the accurate, efficient, and timely delivery of all customer billing activities.

This is a key leadership role, focused on driving high performance, maintaining strong billing controls, and ensuring an excellent customer experience. The successful candidate will provide day-to-day guidance, coaching, and technical support to the team while identifying opportunities to improve processes, enhance efficiency, and support continuous improvement initiatives.Working collaboratively with stakeholders across the business, the Billing Team Lead will ensure billing operations remain compliant, customer-focused, and aligned with business objectives, helping to deliver reliable and effective services to our customers.

Role Responsibilities

  • Own billing processes and performance, maintaining effective controls, KPIs, and governance to ensure timely and accurate billing.
  • Manage end-to-end billing operations, ensuring customer accounts are billed correctly, and exceptions are investigated and resolved promptly.
  • Oversee the implementation of tariff changes, price updates, and regulatory-driven changes, ensuring updates are accurately configured, tested, validated, and deployed within required timescales.
  • Maintain up-to-date process documentation, procedures, and training materials to ensure consistent and controlled delivery of billing activities.
  • Build strong relationships with internal stakeholders, third-party service providers, and industry participants to support the efficient operation of billing services.
  • Oversee large commercial contract accounts to ensure all pricing, tariff, and contract changes are implemented accurately
  • Drive a culture of continuous improvement by identifying opportunities to enhance billing accuracy, operational efficiency, customer experience, and process effectiveness.
  • Act as a key contact for billing-related audits, regulatory reviews, and assurance activities.
  • Ensure the Billing function operates in full compliance with all relevant Supply Licence obligations, Codes of Practice and internal governance standards
  • Any other duties as directed by the Senior Billing Lead or Billing Manager

Skills, Knowledge and Expertise

Essential Criteria

  • Minimum of 5 GCSE passes at Grade C or above (or equivalent) to include English & Maths
  • Minimum of 2 years' experience in a supervisory or management role within a Customer Billing environment, with a strong understanding of billing systems and processes
  • Successful track record of driving improvement initiatives and implementing solutions
  • Strong written and verbal communication skills
  • Proficient in the use of Microsoft Office applications, particularly Excel and Word.
  • Strong organisational skills with the ability to manage competing priorities and meet deadlines.
  • Ability to make informed decisions and provide leadership in a fast-paced operational environment.

 Desirable Criteria

  • Experience working within the utilities sector
  • Knowledge of industry market processes and regulatory frameworks.

Benefits

  • Enhanced annual leave 
  • Up to 15% performance bonus 
  • Hybrid working after training
  • Private Medical Cover 
  • Enhanced pension plan
  • Life assurance
  • Group income protection
  • Enhanced maternity benefits
  • Enhanced sick pay
  • Recognition programs

Career Progression

  • Dedicated development opportunities
  • Training and upskilling support

On-Site Facilities

  • Free on-site parking
  • Electric car charging points
  • New modern office space
  • High tech workstations

About firmus energy

firmus energy (supply) is Northern Ireland’s leading natural gas provider. Since our establishment in 2005, we have grown to serve over 113,000 residential and commercial customers. Our mission is to deliver safe, sustainable, and cost-effective energy solutions while prioritising customer satisfaction and innovation.
 
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Community Background: We are required to monitor the community background of applicants and employees under the Fair Employment and Treatment (NI) Order 1998. Regardless of whether you actually practice a particular religion, most people in Northern Ireland are perceived to be members of either the Protestant or Roman Catholic communities. We therefore ask you to indicate your community background by ticking the appropriate box below.

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Under fair employment legislation and associated monitoring regulations, we have a legal duty to provide an annual monitoring return to the Equality Commission. To do this we must obtain appropriate data on applicants.

The application deadline for this role is October 27, 2026