Senior Debt & Revenue Protection Officer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Visit customer locations to dynamically evaluate situations and needs based on evidence and lead generation.

• Identify and address immediate welfare and safety concerns, including issues with metering.

• Perform metering tasks, including the inspection and removal of electric meters when adequately trained.

• Conduct consumption assessments in cases of theft, update accounts with precise readings, and inform customers of outstanding balances.

• Evaluate customer circumstances and welfare, determine appropriate actions, and ensure each situation is resolved and made safe.

• Present payment options and assist customers in choosing the most suitable options.

• Identify vulnerable customers and guarantee they receive the appropriate support packages.

• Collect customer data to ensure adherence to the correct post-visit strategy.

• Present findings to customers in a professional and confident manner.

• Provide empathetic customer service while maintaining the integrity of the British Gas brand.

• Negotiate outcomes and clearly communicate processes to customers.

• Handle first-line complaints and escalate issues when necessary.

• Promote safety and environmental policies, ensuring procedures are understood and implemented.

• Adopt a safety-first mindset and maintain high reporting standards.

• Recognize and de-escalate challenging situations using training and available resources.

• Assess customer vulnerability and ability to pay throughout various customer interactions and journeys.

• Ensure suitability for PPM in accordance with S&RP guidance to reduce self-rationing or supply loss.

⛳️ Requirements

• A valid full UK Driving Licence is required.

• Understanding and experience of the energy sector from both a technical and commercial viewpoint.

• Knowledge of the supply licence conditions pertinent to energy theft.

• Ability to identify situations involving gas theft and electricity abstraction.

• Proficient in effective communication across various levels.

• Capacity to display empathy and comprehend customers’ circumstances.

• Ability to fact-find and present all available solutions to assist customers in making informed choices.

• Essential listening skills to recognize and effectively address all triggers.

• Critical questioning skills to achieve optimal customer outcomes.

• Capability to conduct metering tasks, including the 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.

• Opportunities for growth and professional development.