Field Assurance Manager

British Gas; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

British Gas is seeking an Field Collections Assurance Manager to lead governance, quality assurance, risk and control framework across Field Collections. You will translate assurance outcomes into clear corrective actions and embed improvements across operations.

Working with Field Operations, Quality Assurance and Compliance, you will maintain risk registers, oversee controls, and provide escalation on material risks while shaping working instructions and governance documents to safeguard

Qualifications

• Experience in quality assurance and governance.
• Knowledge of field-based risks and safety considerations.
• Experience developing or governing quality frameworks.
• Strong analytical capability to interpret management information and perform root-cause analysis.
• Experience managing risk registers and assurance actions or control-remediation plans.
• Ability to produce governance documents and senior-level reporting.
• Confidence to challenge processes and escalate material risks appropriately.
• Experience across a range of field workstreams with energy regulation knowledge.

Responsibilities

• Lead governance across Field Collections workstreams, translating assurance insights into actionable performance actions.
• Design, maintain and monitor preventive, detective and corrective controls; identify gaps needing additional controls or process improvements.
• Analyze quality outcomes, assurance findings and trends to identify root causes and opportunities.
• Translate risks and assurance findings into clear actions with owners and timescales; track to closure.
• Oversee field activity to validate outcomes, ensuring customer, safety and regulatory requirements are met.
• Develop and govern working instructions, quality frameworks, control documentation and guidance.
• Act as escalation point for quality concerns and governance issues; build cross-functional relationships.
• Translate complex risks into clear, practical operational actions across residential and business field workstreams including energy regulation.

Skills

Field Collections

Revenue Protection

Energy Theft Knowledge

Quality Assurance

Operational Risk

Compliance & Controls

Root Cause Analysis

Risk Registers

Stakeholder Management

Working Instructions

Job description

The Field Collections Assurance Manager will lead the governance, quality assurance, risk and control framework across Field Collections, ensuring operational activity meets customer, regulatory, safety and business requirements. The role will use quality insight, assurance findings and operational data to identify emerging risks, control weaknesses, recurring issues and improvement opportunities.

This role is responsible for translating assurance outcomes into clear corrective actions, strengthening controls, maintaining risk registers, governing working instructions, and ensuring improvements are embedded and sustained. Acting as a key escalation point, the postholder will work closely with Field Operations, Quality Assurance, Compliance, Safety, Risk and other business functions to provide constructive challenge, improve customer outcomes, support regulatory compliance and drive operational effectiveness.

Key Responsibilities & What you'll be doing:

• Use Quality Assurance feedback to support governance across Field Collections workstreams, translating insight into actionable performance Identify, assess and monitor operational, customer, regulatory and safety risks. Maintain appropriate risk registers and ensure risks are recorded, evaluated, controlled and escalated through the correct governance routes.
• Design, maintain and monitor preventive, detective and corrective controls. Assess whether controls remain appropriately designed and effective, identifying gaps that require additional controls, assurance activity or process improvement.
• Analyse quality outcomes, assurance findings, appeals, corrective actions, management information and operational trends to identify root causes, recurring issues, emerging risks and missed opportunities.
• Ensure identified risks and assurance findings translate into clear actions, accountable owners and agreed timescales. Monitor actions through to effective closure and confirm that improvements are embedded and sustained.
• Maintain oversight of field activity to validate outcomes and confirm that customer, business, safety and regulatory requirements are being met. Provide constructive challenge where processes or decisions could expose the business or its customers to unnecessary risk.
• Develop, maintain and govern working instructions, quality frameworks, control documentation and supporting guidance, ensuring they remain clear, current and aligned with operational and regulatory requirements.
• Act as a key escalation point for quality concerns, control weaknesses, assurance findings and governance issues. Build effective relationships across Field Operations, Quality Assurance, Compliance, Safety, Risk and other key business functions.

• Strong operational knowledge of Field Collections
• Detailed Revenue Protection and energy-theft knowledge.
• Experience in quality assurance, operational risk, governance, compliance, controls or business assurance.
• Understanding of customer, regulatory and safety risks associated with field-based activity.
• Experience developing, implementing or governing quality and control frameworks.
• Strong analytical capability, with the ability to interpret management information, identify trends and undertake root-cause analysis.
• Experience managing risk registers, assurance actions or control-remediation plans.
• Ability to produce clear working instructions, governance documents and senior-level reporting.
• Confidence to challenge existing processes and escalation material risks appropriately.
• Strong stakeholder-management skills across operational and specialist functions.
• Ability to translate complex risks and requirements into clear, practical operational actions.
• In addition, it would be nice to have experience across a range of field workstreams, covering both residential and business activity, with an understanding of relevant energy regulation, licence obligations and customer conduct requirements. Experience in quality assurance, including calibration, assessment appeals and corrective action governance, together with exposure to assurance reviews, audits or regulatory activity, would be an advantage.

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 it 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., 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.

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.