About this role:
More customers and businesses are facing affordability challenges with their energy bill payments. Quite often they choose to ignore prompts to pay, bury their head in the sand or even resort to energy theft.
At British Gas, we are all responsible for customer welfare and safety. As a Field and Safety Officer you will be required to prevent, detect and investigate instances of welfare concerns and theft across our residential and business portfolios.
Finding a sustainable resolution for our customers in debt or whom are abstracting energy is our key objective, underpinning our overall responsibility to ensure customers are left in a safe situation.
Salary - £33,818 + quarterly bonus of up to 16% salary
Location - This is a field-based role, working from home and out in the field.
Company car or car allowance is applicable for this position.
Key Accountabilities:
Conduct on-site visits to assess customer circumstances, including welfare and safety, based on available evidence and lead generation.
Identify and resolve immediate safety concerns, including metering issues; remove electric meters where appropriately trained.
Investigate suspected energy theft, complete consumption assessments, ensure accurate billing, and communicate outstanding balances.
Present suitable payment options and guide customers toward the most appropriate solution for their situation.
Recognise customer vulnerabilities and ensure they receive the correct support packages available.
Deliver empathetic, professional customer service aligned with British Gas brand standards, while promoting safety and environmental policies.
Apply training to de-escalate challenging situations and assess suitability for prepayment meters in line with S&RP guidance.
What we are looking for:
Understanding and experience of the energy industry from a technical and commercial perspective
Understanding of the supply licence conditions relevant to theft of energy.
The ability to identify theft of gas and abstraction of electricity situations.
The ability to communicate effectively at differing levels.
The ability to display empathy and have the ability to understand the customers circumstances.
The ability to fact find and present all solutions to the customer to allow them to make an informed decision on next steps
Listening skills are essential to ensure all triggers are recognised and dealt with effectively.
Questioning skills are essential to ensure the right outcome is achieved for the customer