Field-Based Revenue Protection & Welfare Investigator

British Gas; Barlow Common; On-site; GBP 30,000 - 48,000; Full time

Job summary

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering the Liverpool area. You will take ownership of customer visits, investigate potential energy theft, identify welfare concerns and support customers in finding sustainable solutions to energy debt.

Working independently in the field, you will assess customer circumstances, identify vulnerabilities and deliver outcomes that balance safety, compliance and commercial considerations while

Qualifications

• Experience within the energy industry with understanding of customer, technical and commercial processes.
• Knowledge of energy theft, revenue protection or related field operations.
• Excellent communication, listening and questioning skills.
• Strong empathy and desire to support customers facing challenging circumstances.
• Investigative and problem-solving skills with ability to gather facts and make sound decisions.
• Proactive and resilient, with confidence working independently in the field.
• Ability to de-escalate challenging situations and ensure safety compliance.

Responsibilities

• Visit customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities.
• Assess customer circumstances, identify vulnerabilities and agree sustainable resolutions.
• Identify and safely address welfare, safety or metering concerns, including meter inspections where qualified.
• Complete energy consumption assessments and support correct billing and ongoing account management.
• Discuss outstanding balances and suitable payment or metering solutions.
• Communicate difficult messages with empathy and manage first-stage complaints.
• Work safely in the field and de-escalate challenging situations.
• Ensure interactions comply with company policies, industry regulations and revenue protection guidance.

Skills

Energy industry experience

Customer communication

Investigation skills

Empathy

Independent field work

Job description

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering the Liverpool area. You will take ownership of customer visits, investigate potential energy theft, identify welfare concerns and support customers in finding sustainable solutions to energy debt.

Working independently in the field, you will assess customer circumstances, identify vulnerabilities and deliver outcomes that balance safety, compliance and commercial considerations while