Senior Field Debt & Revenue Protection Investigator

Centrica plc; Carlisle; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Company car or car allowance

Job summary

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering Carlisle. You will visit customer premises to investigate debt, welfare concerns, suspected energy theft and meter irregularities.

You’ll assess circumstances, identify vulnerabilities and agree sustainable resolutions while balancing welfare, safety and commercial outcomes. You’ll make safe decisions first time with independence.

Qualifications

• Experience in the energy sector with a solid understanding of customer, technical and commercial processes.
• Excellent communication, listening and questioning skills for challenging conversations.
• Ability to identify welfare concerns and act on vulnerabilities in the field.
• Strong investigative and problem-solving skills to gather facts and evidence.
• Ability to work independently and make sound decisions in real-time within regulatory frameworks.

Responsibilities

• Visit customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities.
• Assess circumstances, identify vulnerabilities and agree sustainable, compliant resolutions.
• Identify safety, welfare or metering issues and carry out meter inspections where qualified.
• Document energy consumption and support accurate billing and ongoing account management.
• Discuss balances and payment/solving options, explaining them with empathy.
• Communicate difficult messages with empathy and manage or escalate complaints.
• Apply training and judgment to work safely, independently and de-escalate situations.
• Ensure interactions comply with company policies and industry regulations.

Skills

Energy industry experience

Customer-facing communication

Investigative reasoning

Vulnerability assessment

Decision making

Independent field work

Job description

British Gas is seeking a Senior Debt & Revenue Protection Officer to join our field-based team covering Carlisle. You will visit customer premises to investigate debt, welfare concerns, suspected energy theft and meter irregularities.

You’ll assess circumstances, identify vulnerabilities and agree sustainable resolutions while balancing welfare, safety and commercial outcomes. You’ll make safe decisions first time with independence.