At a Glance
- Tasks: Investigate energy theft and support customers facing affordability challenges.
- Company: Join British Gas, a leader in customer welfare and safety.
- Benefits: Competitive salary, quarterly bonuses, company car or allowance, and remote work flexibility.
- Other info: Empathetic role with opportunities for personal growth and development.
- Why this job: Make a real difference in people's lives while ensuring their safety and well-being.
- Qualifications: Experience in the energy industry and strong communication skills required.
The predicted salary is between 30000 - 38000 £ per year.
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.
Senior Debt & Revenue Protection Officer in Rotherham employer: British Gas (Centrica)
At British Gas, we pride ourselves on being an excellent employer that prioritises employee welfare and professional growth. Our supportive work culture fosters collaboration and empathy, allowing our Senior Debt & Revenue Protection Officers to make a meaningful impact in the community while enjoying competitive benefits, including a salary of £33,818 plus quarterly bonuses and flexible working arrangements. With opportunities for career advancement and a commitment to customer safety, joining our team means being part of a company that values both its employees and the customers we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Debt & Revenue Protection Officer in Rotherham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at British Gas (Centrica). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like British Gas (Centrica) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Debt & Revenue Protection Officer in Rotherham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to British Gas (Centrica):Your cover letter is your chance to shine! Tell us why you want to work at British Gas (Centrica) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at British Gas (Centrica)!
How to prepare for a job interview at British Gas (Centrica)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
