Senior Debt & Revenue Protection Officer
Senior Debt & Revenue Protection Officer at British Gas.
About the role
More customers and businesses are facing affordability challenges with their energy bill payments. You will prevent, detect and investigate welfare concerns and theft across our residential and business portfolios. Finding a sustainable resolution for customers in debt or who are abstracting energy is a key objective, underpinning our responsibility to ensure customers are left in a safe situation.
Salary – £33,818 + quarterly bonus of up to 16% of 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&R P 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.
* Ability to communicate effectively at differing levels.
* Empathy and the ability to understand customer circumstances.
* Ability to fact-find and present all solutions to the customer to enable informed decisions.
* Strong listening and questioning skills to ensure the right outcomes are achieved.
Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/britishgas
If you’re full of energy, fired up about sustainability, and ready to craft a better tomorrow, join a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* General Business, Administrative, and Customer Service
Industries
* Consumer Services, Market Research, and Public Relations and Communications Services
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