Overview
Senior Debt & Revenue Protection Officer role at British Gas. This field-based position involves preventing, detecting, and investigating welfare concerns and theft across residential and business portfolios, with a focus on finding sustainable resolutions for customers in debt or abstracting energy.
About your team
British Gas is part of a family of brands working to create a greener, fairer future. We power the UK’s homes and businesses and are focused on reducing carbon footprint through energy efficiency and technology.
About this role
More customers face affordability challenges with energy bill payments. As a Field and Safety Officer you will work to prevent, detect, and investigate welfare concerns and theft, and ensure customers are left in a safe situation. You will assess customer circumstances on-site, identify immediate safety concerns, investigate suspected energy theft, communicate balances, and present suitable payment options. You will apply training to de-escalate situations and assess suitability for prepayment meters in line with S&RP guidance.
Salary: £33,818 + quarterly bonus of up to 16% of salary
Location: Field-based role; working from home and out in the field. Company car or car allowance is applicable.
Key Accountabilities
* Conduct on-site visits to assess customer 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.
* Ability to identify theft of gas and abstraction of electricity situations.
* Effective communication at differing levels and empathy to understand customers’ circumstances.
* Ability to fact-find and present all solutions to help customers make informed decisions.
* Strong listening and questioning skills to recognise triggers and achieve the right outcomes.
Why should you apply?
We’re not a perfect place, but we’re a people place. Our total rewards are designed to give you flexibility to support you and your family financially, physically, and emotionally. Learn more about being part of More and why we’re a great place to work: https://www.morethanacareer.energy/britishgas
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
Note: This description consolidates the role details and excludes non-essential postings and repeated boilerplate.
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