Senior Debt & Revenue Protection Officer - Oxford & Reading
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What you'll do
- 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
What they're looking for
- Full UK Driving Licence Required
- 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
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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.
Senior Debt & Revenue Protection Officer
We're looking for a Senior Debt & Revenue Protection Officer to join our field based team supporting residential and business customers across the Oxford/ Reading area.
This is a varied and rewarding role where you'll take ownership of customer visits, investigate potential energy theft, identify welfare concerns, and support customers in finding sustainable solutions to energy debt. You'll play a vital role in protecting both our customers and our business while ensuring safety remains at the heart of every interaction.
Working independently in the field, you'll assess customer circumstances, identify vulnerabilities, investigate metering irregularities, and deliver the most appropriate outcome based on each individual's situation. You'll be trusted to make decisions that balance customer welfare, compliance, safety and commercial outcomes, using your judgement to deliver the right resolution first time.
Salary & Benefits
Salary: £35,036 basic salary + quarterly bonus of up to 16% of salary
Location: Field based role covering Oxford/ Reading
Company Vehicle: Company car or car allowance provided
Driving Requirement: Full UK Driving License required
What you'll be responsible for:
- Visiting customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities.
- Assessing each customer's circumstances, identifying vulnerabilities and agreeing the most appropriate sustainable resolution.
- Identifying and making safe immediate welfare, safety or metering concerns, including meter inspections and associated work where qualified and authorised.
- Completing energy consumption assessments, recording accurate customer information and supporting correct billing and ongoing account management.
- Discussing outstanding balances and suitable payment, smart metering and payment solutions where appropriate.
- Communicating difficult messages with empathy and respect, negotiating balanced outcomes, and managing or escalating first-stage complaints.
- Using your training and judgement to work safely, independently and de-escalate challenging situations.
- Ensuring every interaction complies with company policies, industry regulations and revenue protection guidance.
What we're looking for:
- 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 your 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.
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.
Company
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