Senior Debt & Revenue Protection Officer - Carlisle

Posted yesterday

centricaDenver (CO)

Meter Readers, Utilities Natural Gas Distribution

SENIORITY

Senior

SALARY

£35,036 per year

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About the role

Senior Debt & Revenue Protection Officer Carlisle area and also covering Penrith & North Lake District

Salary: £35,036 + quarterly bonus of up to 16% salary

Location: This is a field-based role, working from home and out in the field. Company car or car allowance is applicable for this position.

Full UK Driving Licence Required: More 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 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, ensure 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
Identifying customer vulnerabilities and ensuring the customer receives the right support package available to them
Collect customer data to ensure the customer follows the correct strategy post visit
Presenting your findings to our customers in professional, assured manner
Delivering customer service skills – professional, upholding British Gas brand image whilst showing empathy
Negotiating outcomes and communicate the process to the customer
Managing first line complaints and knowing when to escalate
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
Ensuring customer vulnerability and ability to pay are assessed across all our customer treatments and journeys
Ensuring suitability for PPM in accordance with our 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 have the ability to understand the customers 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

If 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.

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