Field Operations Manager

Join us to apply for the Field Operations Manager role at British Gas. We’re more than an energy company. We’re a family of brands revolutionising how we power the planet. We’re energisers, a team of 21,000 colleagues energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels and igniting positive change in our communities. Here, you’ll find purpose, passion, and potential. That’s why working here is #MoreThanACareer. We do energy differently—we do it all: make, store, move, sell, and mend it.

About your team: At British Gas, our mission is to sell it and mend it. We’ve powered UK homes and businesses for over 200 years. Now, we’re making the UK greener and more energy efficient, moving closer to Net Zero by using tech like thermostats, heat pumps, solar panels, and EV chargers to help customers reduce their carbon footprint.

Field Operations Manager Location: Field-based / Home-based, with travel to a Centrica site as required.

About your role: The safety and welfare of our customers are our top priorities. Reporting to the Head of Residential Collections, you will ensure all field activities—related to debt collection or theft remediation—are delivered with high standards of quality, compliance, and control. You will support the field team in achieving fair, proportionate, and accurate outcomes for customers, whether facing payment difficulties or engaging in theft. You will also shape strategy and operational delivery of our work. This role offers a high-profile opportunity to influence and shape the future of our Revenue Protection Unit (RPU) and debt operations, with varied and impactful daily responsibilities.

The key accountabilities include:

• Ensuring the welfare and safety of customers and colleagues.
• Developing a customer-obsessed culture and ensuring high standards of customer service and protection.
• Maintaining compliance, governance, and quality assurance standards.
• Overseeing the operational delivery of the Debt and RPU strategy and contributing to strategy setting.
• Resource planning and performance measurement to optimize efficiency and effectiveness.
• Developing MI & Governance strategies, shaping priorities for RPU and Debt.
• Collaborating on industry incentive schemes, balancing commercial benefit with customer welfare and safety.
• Participating in commercial and financial reviews, supporting forecasting processes.
• Driving insights to reduce customer and business detriment.
• Adhering to safety and environmental policies and conducting health, safety, and environment checks.
• Managing certifications through audit schedules and corrective actions.
• Recruiting, inducting, developing, and resource planning for team effectiveness and succession planning.

What we’re looking for: We seek an inspiring leader ready to lead change, improve colleague and customer experiences, and make a real impact. You should be experienced in leading teams, building trust, and fostering engagement. Success involves raising engagement scores, maintaining safety standards, ensuring governance, and achieving positive debt resolution and compliance outcomes. If you’re passionate about leading with purpose and making a difference, we want to hear from you. Please submit your CV and supporting statement.

Why should you apply? We’re a people-first organization, supporting diverse realities and work-life balance. Our total rewards are flexible to meet your needs, supporting your physical, emotional, and financial wellbeing. If you’re energetic, sustainability-minded, and eager to craft a better tomorrow and a better you, join a team where your voice matters, growth is prioritized, and your ambitions are supported.