Senior Debt & Revenue Protection Officer
Job Description:
- Visit customer premises to dynamically assess situations and needs based on evidence and lead generation
- Identify and make safe immediate welfare and safety concerns, including metering issues
- Conduct metering work, including inspection and removal of electric meters when required and appropriately trained
- Complete consumption assessments in theft cases, update accounts with accurate readings, and inform customers of outstanding balances
- Assess customer circumstances and welfare, determine appropriate actions, and resolve and make safe each situation
- Present payment options and support customers in selecting suitable options
- Identify vulnerable customers and ensure they receive appropriate support packages
- Collect customer data to ensure customers follow the correct post-visit strategy
- Present findings to customers professionally and assuredly
- Deliver empathetic customer service while upholding the British Gas brand
- Negotiate outcomes and communicate processes to customers
- Manage first-line complaints and escalate when appropriate
- Promote safety and environmental policies and ensure procedures are understood and deployed
- Adopt a safety-first approach and maintain high reporting standards
- Recognise and de-escalate challenging scenarios using training and provided resources
- Assess customer vulnerability and ability to pay across customer treatments and journeys
- Ensure suitability for PPM in accordance with S&RP guidance to minimise self-rationing or loss of supply
Requirements:
- Full UK Driving Licence required
- Understanding and experience of the energy industry from a technical and commercial perspective
- Understanding of the supply licence conditions relevant to theft of energy
- Ability to identify theft of gas and abstraction of electricity situations
- Ability to communicate effectively at differing levels
- Ability to display empathy and understand customers’ circumstances
- Ability to fact find and present all solutions to customers to support informed decisions
- Essential listening skills to recognise and deal with all triggers effectively
- Essential questioning skills to achieve the right customer outcome
- Ability to conduct metering work, including inspection and removal of electric meters, when appropriately trained
Benefits:
- Quarterly bonus of up to 16% of salary
- Company car or car allowance
- Flexible total rewards designed to support employees and their families financially, physically, and emotionally
- Growth and professional development opportunities
