Senior Debt & Revenue Protection Officer, Liverpool
Location – This is a field‑based role, working from home and out in the field.
Salary – £35,036 + quarterly bonus of up to 16% salary. Company car or car allowance is applicable for this position.
As a Senior Debt & Revenue Protection Officer at British Gas, you will be responsible for preventing, detecting, and investigating instances of welfare concerns and theft across our residential and business portfolios, finding sustainable resolutions for customers in debt and ensuring they receive the right support.
Key accountabilities
- Visiting customer premises to dynamically assess their situation and needs based upon evidence presented and lead generation
- Identify and make safe any immediate welfare and safety concerns including metering issues
- Conduct 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, ensuring accounts are billed up to date with accurate readings and inform the customer of their balance outstanding
- Assess 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 situation
- Present all available payment options (where appropriate) to customers and support them in choosing the right option
- Identify customer vulnerabilities and ensure the customer receives the right support package available to them
- Collect customer data to ensure the customer follows the correct strategy post visit
- Present findings to customers in a professional, assured manner
- Deliver customer service skills – professional, upholding British Gas brand image whilst showing empathy
- Negotiate outcomes and communicate the process to the customer
- Manage first line complaints and know when to escalated
- Promote safety and environmental policies, ensuring procedures are understood and deployed throughout the business
- Adopt a safety‑first approach for yourself, colleagues, and customers, maintaining a high standard of reporting culture
- Use training and resources provided to recognise and de‑escalate challenging scenarios
- Ensure customer vulnerability and ability to pay are assessed across all customer treatments and journeys
- Ensure suitability for PPM in accordance with S & RP guidance to minimise the risk of customers self‑rationing or going off supply
Required Knowledge and Experience
- Understanding and experience of the energy industry from a technical and commercial perspective
- Understanding of the supply licence conditions relevant to theft of energy
- The ability to identify theft of gas and abstraction of electricity situations
- The ability to communicate effectively at differing levels
- The ability to display empathy and understand the customer’s circumstances
- The ability to fact‑find and present all solutions to the customer to allow them to make an informed decision on next steps
- Listening skills are essential to ensure all triggers are recognised and dealt with effectively
- Questioning skills are essential to ensure the right outcome is achieved for the customer
British Gas is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, or disability.
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