Resolution Field Agent

Marston Holdings; Southampton; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Full training and continuous support

UK-wide opportunities

Flexible working pattern

Driving licence required

Own vehicle with business insurance

DBS check passed

Job summary

Engage Services, part of the Marston Holdings group, is seeking a Resolution Field Agent to perform field visits to residential and commercial properties on behalf of our clients. The role involves resolving utility and financial account issues and reconnecting services where needed.

You will work across multiple streams, with a focus on supporting customers in financial difficulty and ensuring accurate readings where required.

Qualifications

• Full UK driving licence and access to own vehicle.
• Clean DBS check and healthy credit history.
• Willingness to learn and adapt with coaching and feedback.

Responsibilities

• Carry out field visits to residential and commercial properties.
• Resolve customer accounts and reconnect services.
• Support customers experiencing financial difficulty.
• Collect accurate meter readings where required.
• Identify and manage disputes following company policy.

Skills

Negotiation

Case-management

Communication

Independent working

Dispute resolution

Coaching / feedback

Tools

Full UK driving licence

Own vehicle

Business insurance

Job description

Guaranteed Daily Rate: £130-£150 (depending on skills and experience) What Is a Resolution Field Agent? As a Resolution Field Agent, you will carry out field visits to both residential and commercial properties on behalf of our clients. The role covers a variety of workstreams focused on resolving customer accounts, reconnecting services, and providing support to those experiencing financial difficulty.

Key Workstreams

• Commercial & Residential Utilities - Discussing and resolving utility accounts
• Communication & Reconnection - Reconnecting customers with our clients and their services
• Welfare Utility Visits - Introducing customers to support services for financial difficulties and facilitating reconnection where appropriate
• Utility Meter Reads - Collecting accurate utility meter readings

Working Pattern & Benefits

• Flexible working - minimum 2 Weekdays per week, 8 hours per day
• Flexible start times
• Monday to Friday or Saturdays (subject to client business hours)
• Guaranteed daily rate
• Full training and continuous support
• Opportunities to progress and explore different roles within the business
• UK-wide opportunities (work allocated within pre-agreed postcode areas)
• Full UK driving licence
• Access to own vehicle with business insurance
• ULEZ-compliant vehicle (required when working within London ULEZ zones)
• Clean DBS check
• Healthy credit history
• CCJs considered in adverse circumstances where repayment arrangements are in place
• Strong organisational, negotiation, and case-management skills
• Ability to communicate professionally and effectively with customers and clients
• Ability to work independently while following company policies, procedures, and objectives
• Ability to identify and manage disputes in line with company procedures
• Open to coaching and feedback to continuously improve performance

Engage Services is part of the Marston Holdings Limited group of companies and works on behalf of many major household names across the utility and financial sectors.

We are leading the industry with a pioneering self-employed field role and are proud of our inclusive workforce. If you are willing to learn and capable of doing the work, we welcome applications from all backgrounds.

Engage Services is a Bronze Award holder of the Armed Forces Covenant and adheres strictly to Data Protection and FCA regulations, which are a crucial part of this role.

We offer full training that develops valuable, transferable skills and helps unlock your full potential.