Hybrid Business Customer Resolution Specialist

British-Gas-5; Leicester; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

British Gas is hiring a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. You will take end-to-end ownership of customer accounts, investigate complex queries and help retain and grow customer relationships across channels.

The role is office-based during training (up to 6 weeks) with flexible hybrid/work-from-home options after training. You will work 37 hours per week within core hours, based at Leicester, with a starting salary of

Qualifications

• Strong customer focus with a genuine passion for delivering excellent service.
• Proven problem-solving and investigative skills, able to handle complex account queries.
• Experience managing customer cases or accounts end-to-end.
• Confident handling of challenging conversations, including debt or sensitive issues.
• Excellent organisation and time-management skills.
• A collaborative team player who shares ideas and supports others.
• Comfortable working across multiple systems with strong attention to detail.

Responsibilities

• Taking end-to-end ownership of customer accounts & complaints, managing queries and account events through to resolution.
• Investigating and resolving customer issues using multiple systems and information sources.
• Handling inbound and outbound contact across phone, web chat and written channels.
• Making sound decisions that deliver the best outcome for the customer and the business.
• Proactively managing debt, change of tenancy and retention conversations.
• Ensuring issues are fully resolved to prevent repeat contact and drive strong customer satisfaction.
• Managing workload effectively to meet speed-to-resolve and case completion targets.
• Keeping customer accounts accurate and up to date through account health checks.
• Working collaboratively within your team, sharing knowledge and best practice.
• Operating in line with quality, compliance and data protection requirements.

Skills

Strong customer focus

Problem-solving

End-to-end account handling

Debt conversations

Organisation/time management

Team player

System navigation

Job description

British Gas is hiring a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. You will take end-to-end ownership of customer accounts, investigate complex queries and help retain and grow customer relationships across channels.

The role is office-based during training (up to 6 weeks) with flexible hybrid/work-from-home options after training. You will work 37 hours per week within core hours, based at Leicester, with a starting salary of