Senior Debt & Revenue Protection Officer in Northolt

Remember to check your CV before applying. Also, ensure you read through all the requirements related to this role. 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.

As a Senior Debt & Revenue Protection 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 who are abstracting energy is our key objective, underpinning our overall responsibility to ensure customers are left in a safe situation.

Key accountabilities:

• Visiting customer premises to dynamically assess their situation and needs based upon evidence presented and lead generation.
• Identify and make safe any immediate welfare and safety concerns including metering issues.
• Conduct metering work, including inspection of metering equipment and removal of meters when required and appropriately trained to do so (Restricted to Electric Meters).
• Complete consumption assessments in instances of theft, ensure accounts are billed up to date with accurate readings and inform the customer of their balance outstanding.
• Assess customers' circumstances (including their welfare) based on what information is available, consider and proceed with taking the best course of action to support, resolve and make safe each and every customer situation.
• Present all available payment options (where appropriate) to customers and support them in choosing the right option.
• Identifying customer vulnerabilities and ensuring the customer receives the right support package available to them.
• Collect customer data to ensure the customer follows the correct strategy post visit.
• Presenting your findings to our customers in a professional, assured manner.
• Delivering customer service skills - professional, upholding British Gas brand image whilst showing empathy.
• Negotiating outcomes and communicate the process to the customer.
• Managing first line complaints and knowing when to escalate.
• Promote safety and environmental policies, ensuring procedures are understood and deployed throughout the business.
• Adopt a safety-first approach for yourself, colleagues, and customers, maintaining a high standard of reporting culture.
• Use training and resources provided to recognise and de-escalate challenging scenarios.
• Ensuring customer vulnerability and ability to pay are assessed across all our customer treatments and journeys.
• Ensuring suitability for PPM in accordance with our S&R guidance to minimise the risk of customers self-rationing or going off supply.

Required Knowledge and experience:

• 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.

Why should you apply?

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. If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.