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British Gas (Centrica); East Midlands; Hybrid; GBP 27,000 - 33,000; 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’ll take end-to-end ownership of accounts, investigate complex queries and help retain and grow customer relationships.

This is an office-based role during training with flexible hybrid/work-from-home options post-training; 2 office days per month are standard. You’ll balance customer experience, commercial outcomes and compliance, making sound decisions to

Qualifications

• Strong customer focus and passion for delivering excellent service.
• Proven problem-solving and investigative skills.
• Comfortable handling debt or sensitive issues in customer conversations.
• Good organisation and time management skills.
• Collaborative team player who shares ideas and supports others.
• Strong attention to detail when working across multiple systems.

Responsibilities

• Take end-to-end ownership of customer accounts and complaints, managing queries through to resolution.
• Investigate and resolve customer issues using multiple systems and information sources.
• Handle inbound and outbound contact across phone, web chat and written channels.
• Make sound decisions delivering the best outcome for the customer and the business.
• Proactively manage debt, tenancy changes and retention conversations.
• Ensure issues are resolved to prevent repeat contact and drive customer satisfaction.
• Manage workload to meet speed-to-resolve and case completion targets.
• Keep customer accounts accurate through regular health checks.
• Collaborate within the team and share best practice.
• Operate in line with quality, compliance and data protection requirements.

Skills

Customer focus

Problem solving

Investigative skills

Debt handling

Time management

Team player

Attention to detail

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: British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ

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:

• strong customer focus with a genuine passion for delivering excellent service
• Proven problem‑solving and investigative skills, able to handle complex account queries
• 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