We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future .
Were looking for a Business Customer Resolution Agent to join a multi‑skilled team supporting customers in the energy market. This is a varied, end‑to‑end role where youll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.
Youll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, youll support them at every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.
Youll be trusted to make decisions that balance customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.
Salary: £29,000 basic (rising in April 2026) + Quarterly bonus up to 16% of salary
Contract: Permanent
Location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG
Working style: Office-based during training up to 6 weeks, with flexible hybrid / work‑from‑home options available post‑training. 2 office days per month is standard.
Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).
What youll be responsible for:
* Taking end‑to‑end ownership of customer accounts & complaints, managing queries and account events through to resolution
* Investigating and resolving customer issues using multiple systems and information sources
* Handling inbound and outbound contact across phone, web chat and written channels
* Making sound decisions that deliver the best outcome for the customer and the business
* Proactively managing debt, change of tenancy and retention conversations
* Ensuring issues are fully resolved to prevent repeat contact and drive strong customer satisfaction
* Managing workload effectively to meet speed‑to‑resolve and case completion targets
* Keeping customer accounts accurate and up to date through account health checks
* Working collaboratively within your team, sharing knowledge and best practice
* Operating in line with quality, compliance and data protection requirements
What were looking for:
* A strong customer focus with a genuine passion for delivering excellent service
* Proven problem‑solving and investigative skills, able to handle complex account queries
* Experience managing customer cases or accounts end‑to‑end
* Confidence handling challenging conversations, including debt or sensitive issues
* Excellent organisation and time‑management skills
* A collaborative team player who shares ideas and supports others
* Comfortable working across multiple systems with strong attention to detail