Senior Debt & Revenue Protection Officer

Description
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.
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.

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. Visit the link below to discover why we\’re a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/britishgas
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.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.

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