Senior Debt & Revenue Protection Officer

DescriptionJoin us, be part of more.We're so much more than an energy company. We're a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn't rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That's why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.About your team:At British Gas, our mission is to sell it and mend it.We've been powering the UK's homes and businesses for over 200 years - but supplying energy is just part of what we do. We're making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we're making it cheaper and easier for our customers to reduce their carbon-footprint.Senior Debt & Revenue Protection OfficerLiverpoolSalary - £35,036 + quarterly bonus of up to 16% salaryLocation - This is a field-based role, working from home and out in the field.Company car or car allowance is applicable for this positionMore customers and businesses are facing affordability challenges with their energy bill payments. Quite often they choose to ignore prompts to pay, bury their head in the sand or even resort to energy theft.At British Gas, we are all responsible for customer welfare and safety. As a Senior Debt & Revenue Protection Officer you will be required to prevent, detect and investigate instances of welfare concerns and theft across our residential and business portfolios.Finding a sustainable resolution for our customers in debt or whom are abstracting energy is our key objective, underpinning our overall responsibility to ensure customers are left in a safe situation.Key accountabilities: Visiting customer premises to dynamically assess their situation and needs based upon evidence presented and lead generationIdentify and make safe any immediate welfare and safety concerns including metering issuesConduct metering work, including inspection of metering equipment and removal of meters when required and appropriately trained to do so (Restricted to Electric Meters)Complete consumption assessments in instances of theft, ensure accounts are billed up to date with accurate readings and inform the customer of their balance outstandingAssess customers circumstances (including their welfare) based on what information is available, consider and proceed with taking the best course of action to support, resolve and make safe each and every customer situationPresent all available payment options (where appropriate) to customers and support them in choosing the right optionIdentifying customer vulnerabilities and ensuring the customer receives the right support package available to themCollect customer data to ensure the customer follows the correct strategy post visitPresenting your findings to our customers in professional, assured mannerDelivering customer service skills - professional, upholding British Gas brand image whilst showing empathyNegotiating outcomes and communicate the process to the customerManaging first line complaints and knowing when to escalatePromote safety and environmental policies, ensuring procedures are understood and deployed throughout the businessAdopt a safety-first approach for yourself, colleagues, and customers, maintaining a high standard of reporting cultureUse training and resources provided to recognise and de-escalate challenging scenariosEnsuring customer vulnerability and ability to pay are assessed across all our customer treatments and journeysEnsuring suitability for PPM in accordance with our S&RP guidance to minimise the risk of customers self-rationing or going off supplyRequired Knowledge and experience: Understanding and experience of the energy industry from a technical and commercial perspectiveUnderstanding of the supply licence conditions relevant to theft of energyThe ability to identify theft of gas and abstraction of electricity situationsThe ability to communicate effectively at differing levelsThe ability to display empathy and have the ability to understand the customers circumstancesThe ability to fact find and present all solutions to the customer to allow them to make an informed decision on next stepsListening skills are essential to ensure all triggers are recognised and dealt with effectivelyQuestioning skills are essential to ensure the right outcome is achieved for the customerWhy should you apply?We're not a perfect place - but we're a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That's why we've designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we're a great place to work and what being part of more means for you.https://www.morethanacareer.energy/britishgasIf you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.TPBN1_UKTJ