Senior Debt & Revenue Protection Officer
Join us as a Field and Safety Officer responsible for preventing, detecting and investigating welfare concerns and theft across residential and business portfolios. This role focuses on finding sustainable resolutions for customers in debt or who are abstracting energy, ensuring safety and welfare are prioritised.
About your team
At British Gas, our mission is to sell it and mend it. We have powered UK homes and businesses for over 200 years and are working toward a greener, more energy-efficient future. We aim to make energy cheaper and easier to manage for customers, as we reduce carbon footprints through smart technology and services.
About this role
More customers face affordability challenges with energy bill payments. As a Field and Safety Officer you will be required to prevent, detect and investigate welfare concerns and theft across our residential and business portfolios. You will work to find sustainable resolutions for customers in debt or who are abstracting energy, underpinning our responsibility to keep customers safe.
Salary: £33,818 + quarterly bonus of up to 16% of salary
Location: Field-based role, working from home and in the field
Company car or car allowance: 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 available support packages.
* 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 SRP guidance.
What we are looking for
* Understanding and experience of the energy industry from a technical and commercial perspective
* Understanding of supply licence conditions relevant to theft of energy
* Ability to identify theft of gas and abstraction of electricity
* Ability to communicate effectively at differing levels
* Empathy and understanding of customer circumstances
* Ability to fact-find and present all solutions to help customers make an informed decision
* Strong listening skills to recognise triggers and respond appropriately
* Effective questioning skills to ensure the right outcomes
Why should you apply?
We’re a people-focused employer offering flexible rewards to support you and your family physically and emotionally. Learn more about why we’re a great place to work and what being part of More means for you at the link below.
https://www.morethanacareer.energy/britishgas
If you’re energetic, passionate about sustainability, and ready to craft a better tomorrow, join a team where your voice matters, growth is supported, and your ambitions are a priority.
Notes
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