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British Gas (Centrica); City of Edinburgh; Hybrid; GBP 27,000 - 33,000; Full time

Job summary

British Gas (Centrica) is seeking a Business Customer Resolution Agent to join a multi-skilled team supporting customers in the energy market. This end-to-end role places you in real ownership of customer accounts, investigating complex queries and helping retain and grow relationships.

You'll work in a small, empowered customer pod to handle inquiries across phone, web chat and written channels, guiding customers through debt conversations, tenancy changes and retention when moving premises.

Qualifications

• Strong customer focus and service orientation.
• Proven problem-solving and investigative skills for complex account queries.
• Experience handling debt or sensitive conversations with customers.
• Ability to manage time and priorities in a busy environment.
• Comfortable working across multiple systems and channels.

Responsibilities

• Take end-to-end ownership of customer accounts and complaints.
• Investigate and resolve issues using multiple information sources.
• Handle inbound and outbound contact across phone, chat and written channels.
• Make sound decisions balancing customer experience and business needs.
• Manage debt, tenancy changes and retention conversations.
• Ensure issues are resolved to prevent repeat contact and maintain satisfaction.

Skills

Customer service

Problem solving

Investigation

Communication

Time management

Teamwork

Tools

CRM systems

Job description

Business Customer Resolution Agent to join a multi‑skilled team supporting customers in the energy market. This is a varied, end‑to‑end role where you'll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.

You'll work as part of a

small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you'll support them at

every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.

You'll be trusted to make decisions that balance

customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.

Salary: £30,044 basic + Quarterly bonus up to 16% of salary

Start Date: 16th Nov (we will be unable to approve holidays within the first 6 weeks)

Office location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG

Working style: Office-based during training up to 6 weeks, with flexible hybrid / work‑from‑home options available post‑training. 2 office days per month is standard.

Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).

What you'll be responsible for:

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

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

What we're looking for:

A

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

Confidence handling

challenging conversations, including debt or sensitive issues

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