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About the Role
We are seeking a Senior Debt & Revenue Protection Officer to join our field-based team, supporting residential and business customers in the South West London area. This role involves conducting customer visits, investigating energy theft, identifying welfare concerns, and assisting customers with energy debt solutions. You will play a crucial part in safeguarding both customers and the business, prioritizing safety in all interactions.
Responsibilities
- Visiting customer premises to investigate debt, welfare concerns, suspected energy theft, and metering irregularities.
- Assessing customer circumstances, identifying vulnerabilities, and agreeing on sustainable resolutions.
- Identifying and making safe immediate welfare, safety, or metering concerns, including meter inspections where qualified.
- Completing energy consumption assessments and recording accurate customer information for billing and account management.
- Discussing outstanding balances and suitable payment, smart metering, and payment solutions.
- Communicating difficult messages with empathy and respect, negotiating balanced outcomes, and managing first-stage complaints.
- Working safely, independently, and de-escalating challenging situations using training and judgment.
- Ensuring all interactions comply with company policies, industry regulations, and revenue protection guidance.
Requirements
- 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 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.
- Full UK Driving License required.
Skills
- Customer Service
- Investigation
- Problem-Solving
- Communication
- Negotiation
- Risk Assessment
- Energy Theft Detection
- Revenue Protection
Location
- Field based covering South West London
Work Type
- Field based
- Full-time
Experience Level
- Senior
Salary/Compensations
- £35,036 basic salary + quarterly bonus of up to 16% of salary + London Weighting Allowance of up to £6k where applicable.
Benefits
- Company car or car allowance provided
About the Company
- We are more than an energy company, revolutionizing how we power the planet with a family of brands.
- We are energisers, a team of 21,000 colleagues energizing a greener, fairer future by creating an energy system not reliant on fossil fuels.
- We have a powerful commitment to igniting positive change in our communities.
- At British Gas, our mission is to sell and mend energy.
- We have been powering the UK's homes and businesses for over 200 years.
- We are making the UK greener and more energy efficient, getting closer to Net Zero.
- We utilize clever tech like thermostats, heat pumps, solar panels, and EV chargers to make it cheaper and easier for customers to reduce their carbon footprint.
- We are a people place focused on supporting the diverse realities of our employees.
- Our total rewards are designed to offer flexibility and support for employees and their families financially, physically, and emotionally.