Field-Based Revenue Protection Lead – Energy Debt & Welfare

Centrica; Dorking; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Company car

Car allowance

Job summary

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering Twickenham, Kingston upon Thames and South West London. You will visit customer premises to investigate debt and energy theft, assess vulnerabilities and provide sustainable resolutions while upholding safety and compliance.

You will work independently, balance welfare with commercial outcomes, and escalate where necessary, delivering the right outcome first time.

Qualifications

• Experience in energy industry and understanding of customer, technical and commercial processes.
• Knowledge of energy theft, revenue protection or field operations.
• Excellent communication, listening and questioning skills.
• Empathy and desire to support customers in challenging circumstances.
• Investigative and problem-solving abilities with evidence-based decisions.
• Proactive, resilient, able to work independently in the field.

Responsibilities

• 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.
• Completing energy consumption assessments, recording accurate customer information and supporting correct billing.
• 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 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.

Job description

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering Twickenham, Kingston upon Thames and South West London. You will visit customer premises to investigate debt and energy theft, assess vulnerabilities and provide sustainable resolutions while upholding safety and compliance.

You will work independently, balance welfare with commercial outcomes, and escalate where necessary, delivering the right outcome first time.