At a Glance
- Tasks: Investigate energy theft, support customers with debt, and ensure safety in every interaction.
- Company: Join British Gas, a family of brands powering a greener future.
- Benefits: Competitive salary, quarterly bonuses, company vehicle, and flexible rewards.
- Other info: Work independently in the field with excellent career growth opportunities.
- Why this job: Make a real impact by helping customers and promoting sustainable energy solutions.
- Qualifications: Experience in the energy industry and strong communication skills required.
The predicted salary is between 51750 - 63250 £ per year.
Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team: At British Gas, our mission is to sell it and mend it. We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.
We're looking for a Senior Debt & Revenue Protection Officer to join our field based team supporting residential and business customers across the Conwy / North Wales. This is a varied and rewarding role where you'll take ownership of customer visits, investigate potential energy theft, identify welfare concerns, and support customers in finding sustainable solutions to energy debt. You'll play a vital role in protecting both our customers and our business while ensuring safety remains at the heart of every interaction.
Working independently in the field, you'll assess customer circumstances, identify vulnerabilities, investigate metering irregularities, and deliver the most appropriate outcome based on each individual's situation. You'll be trusted to make decisions that balance customer welfare, compliance, safety and commercial outcomes, using your judgement to deliver the right resolution first time.
Salary & Benefits
- Salary: £35,036 basic salary + quarterly bonus of up to 16% of salary
- Location: Field based role covering Conwy / North Wales
- Company Vehicle: Company car or car allowance provided
- Driving Requirement: Full UK Driving License required
What you'll be responsible for:
- Visiting customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities.
- Assessing each customer's circumstances, identifying vulnerabilities and agreeing the most appropriate sustainable resolution.
- Identifying and making safe immediate welfare, safety or metering concerns, including meter inspections and associated work where qualified and authorised.
- Completing energy consumption assessments, recording accurate customer information and supporting correct billing and ongoing account management.
- Discussing outstanding balances and suitable payment, smart metering and payment solutions where appropriate.
- Communicating difficult messages with empathy and respect, negotiating balanced outcomes, and managing or escalating first-stage complaints.
- Using your training and judgement to work safely, independently and de-escalate challenging situations.
- Ensuring every interaction complies with company policies, industry regulations and revenue protection guidance.
What we're looking for:
- Experience within the energy industry, with a strong understanding of customer, technical and commercial processes.
- Knowledge of energy theft, revenue protection or related field operations, including potential gas theft and electricity abstraction.
- Excellent communication, listening and questioning skills, with the ability to adapt your approach and handle challenging conversations calmly.
- Strong empathy and a genuine desire to support customers facing challenging circumstances.
- Effective investigative and problem-solving skills, with the ability to gather facts, assess evidence and make sound decisions.
- A proactive and resilient approach, with confidence working independently in the field.
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. We get it. 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 not only financially, but physically and emotionally too.
Senior Debt & Revenue Protection Officer in Conwy employer: British-Gas-5
At British Gas, we are more than just an energy provider; we are a community dedicated to creating a sustainable future. Our supportive work culture prioritises employee well-being and growth, offering flexible working options and a comprehensive rewards package that caters to your personal and professional needs. Join us in Leicester, where you can make a real impact while enjoying a collaborative environment that values your contributions and fosters your development.
