Senior Debt & Revenue Protection Officer

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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.

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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.

Senior Debt & Revenue Protection Officer

South East

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 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 whom 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 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&RP guidance to minimise the risk of customers self-rationing or going off supply