Field-Based Revenue Protection Lead — Energy Debt & Welfare

British Gas; Carlisle; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company car or car allowance

Full UK Driving Licence required

Job summary

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering the Carlisle area. You’ll visit customer premises, investigate energy debt and potential energy theft, identify welfare concerns and help customers find sustainable solutions.

You’ll assess each case, safeguard welfare and safety, inspect meters when needed, and ensure accurate billing and compliant revenue protection.

Qualifications

• Experience in the energy industry with knowledge of customer, technical and commercial processes.
• Knowledge of energy theft, revenue protection or field operations.
• Excellent communication, listening and questioning skills.
• Strong empathy and a genuine desire to support customers.
• Investigative and problem-solving abilities with evidence gathering.
• Proactive and resilient; confident working independently in the field.

Responsibilities

• Visit customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities.
• Assess customer's circumstances, identify vulnerabilities and agree sustainable resolution.
• Identify and address immediate welfare, safety or metering concerns, including meter inspections.
• Complete energy consumption assessments and support correct billing and account management.
• Discuss outstanding balances and appropriate payment and smart meter options.
• Communicate difficult messages with empathy, negotiate outcomes and escalate complaints if needed.
• Use training to work safely, independently and de-escalate challenging situations.
• Ensure interactions comply with policies and regulations.

Skills

Energy industry experience

Energy theft knowledge

Revenue protection knowledge

Excellent communication

Empathy and customer focus

Investigative/problem-solving

Independent field worker

Job description

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering the Carlisle area. You’ll visit customer premises, investigate energy debt and potential energy theft, identify welfare concerns and help customers find sustainable solutions.

You’ll assess each case, safeguard welfare and safety, inspect meters when needed, and ensure accurate billing and compliant revenue protection.