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
✨Tip Number 1
Get to know the company inside out! Research British Gas and understand their values, especially around customer welfare and safety. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers from various backgrounds, being able to communicate effectively is key. Role-play scenarios with friends or family to get comfortable with discussing sensitive topics like debt and energy theft.
✨Tip Number 3
Show off your empathy! In this role, understanding customer vulnerabilities is crucial. Prepare examples from your past experiences where you've successfully helped someone in a tough situation, demonstrating your ability to connect and provide support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the team at British Gas. Good luck!
We think you need these skills to ace Senior Debt & Revenue Protection Officer in Rotherham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Debt & Revenue Protection Officer. Highlight any relevant experience in the energy sector, especially around customer welfare and safety. We want to see how your skills align with our mission!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers facing affordability challenges. Share specific examples of how you've handled similar situations in the past – we love a good story!
Showcase Your Empathy:In this role, empathy is key. Make sure to demonstrate your understanding of customer vulnerabilities in your application. We want to know how you’ve supported customers in tough situations before – it’s all about making a difference!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at British Gas (Centrica)
✨Know Your Stuff
Make sure you brush up on your knowledge of the energy industry, especially around debt management and energy theft. Familiarise yourself with the supply licence conditions and be ready to discuss how they relate to customer welfare.
✨Empathy is Key
This role requires a lot of interaction with customers facing tough situations. Prepare examples of how you've shown empathy in previous roles. Think about times when you’ve helped someone through a difficult circumstance and how you approached it.
✨Practice Active Listening
During the interview, demonstrate your listening skills. Be prepared to answer questions that require you to reflect on what the interviewer has said. Show that you can pick up on cues and respond appropriately, which is crucial for this role.
✨Problem-Solving Scenarios
Expect situational questions where you'll need to showcase your problem-solving abilities. Think of specific instances where you’ve had to assess a situation, identify issues, and propose solutions, especially in challenging environments.
