Senior Debt & Revenue Protection Officer
We're looking for a Senior Debt & Revenue Protection Officer to join our field based team supporting residential and business customers across the Oxford/ Reading area.
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 Oxford/ Reading
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.
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