Senior Debt & Revenue Protection Officer

Description Join 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 Officer We're looking for a Senior Debt & Revenue Protection Officer to join our field based team supporting residential and business customers across the Derby area. This is a varied and rewarding role where you'll take ownership of customer visits, investigate potential energy theft, identify welfare concerns, and support customers in finding sustainable solutions to energy debt.

You'll play a vital role in protecting both our customers and our business while ensuring safety remains at the heart of every interaction. Working independently in the field, you'll assess customer circumstances, identify vulnerabilities, investigate metering irregularities, and deliver the most appropriate outcome based on each individual's situation. You'll be trusted to make decisions that balance customer welfare, compliance, safety and commercial outcomes, using your judgement to deliver the right resolution first time.

Salary & Benefits Salary: £35,036 basic salary  quarterly bonus of up to 16% of salary

Location:

Field based role covering

Carlisle Company Vehicle:
Company car or car allowance provided Driving Requirement:
Full UK Driving License required What you'll be responsible for:
Visiting customer premises to investigate debt, welfare concerns, suspected energy theft and metering irregularities. Assessing each customer's circumstances, identifying vulnerabilities and agreeing the most appropriate sustainable resolution. Identifying and making safe immediate welfare, safety or metering concerns, including meter inspections and associated work where qualified and authorised. Completing energy consumption assessments, recording accurate customer information and supporting correct billing and ongoing account management.

Discussing outstanding balances and suitable payment, smart metering and payment solutions where appropriate. Communicating difficult messages with empathy and respect, negotiating balanced outcomes, and managing or escalating first-stage complaints. Using your training and judgement to work safely, independently and de-escalate challenging situations. Ensuring every interaction complies with company policies, industry regulations and revenue protection guidance.

What we're looking for:

Experience with in the energy industry, with a strong understanding of customer, technical and commercial processes. Knowledge of energy theft, revenue protection or related field operations, including potential gas theft and electricity abstraction. Excellent communication, listening and questioning skills, with the ability to adapt your approach and handle challenging conversations calmly. Strong empathy and a genuine desire to support customers…