Field Assurance Manager

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.

Location:

Any Centrica location | Hybrid working

Contract type:
Permanent

The Field Collections Assurance Manager will lead the governance, quality assurance, risk and control framework across Field Collections, ensuring operational activity meets customer, regulatory, safety and business requirements. The role will use quality insight, assurance findings and operational data to identify emerging risks, control weaknesses, recurring issues and improvement opportunities.

This role is responsible for translating assurance outcomes into clear corrective actions, strengthening controls, maintaining risk registers, governing working instructions, and ensuring improvements are embedded and sustained. Acting as a key escalation point, the postholder will work closely with Field Operations, Quality Assurance, Compliance, Safety, Risk and other business functions to provide constructive challenge, improve customer outcomes, support regulatory compliance and drive operational effectiveness.

• Use Quality Assurance feedback to support governance across Field Collections work streams, translating insight into actionable performance Identify, assess and monitor operational, customer, regulatory and safety risks. Maintain appropriate risk registers and ensure risks are recorded, evaluated, controlled and escalated through the correct governance routes.
• Design, maintain and monitor preventive, detective and corrective controls. Assess whether controls remain appropriately designed and effective, identifying gaps that require additional controls, assurance activity or process improvement.
• Analyse quality outcomes, assurance findings, appeals, corrective actions, management information and operational trends to identify root causes, recurring issues, emerging risks and missed opportunities.
• Ensure identified risks and assurance findings translate into clear actions, accountable owners and agreed timescales. Monitor actions through to effective closure and confirm that improvements are embedded and sustained.
• Maintain oversight of field activity to validate outcomes and confirm that customer, business, safety and regulatory requirements are being met. Provide constructive challenge where processes or decisions could expose the business or its customers to unnecessary risk.
• Develop, maintain and govern working instructions, quality frameworks, control documentation and supporting guidance, ensuring they remain clear, current and aligned with operational and regulatory requirements.
• Act as a key escalation point for quality concerns, control weaknesses, assurance findings and governance issues. Build effective relationships across Field Operations, Quality Assurance, Compliance, Safety, Risk and other key business functions.

• Strong operational knowledge of Field Collections
• Detailed Revenue Protection and energy-theft knowledge.
• Experience in quality assurance, operational risk, governance, compliance, controls or business assurance.
• Understanding of customer, regulatory and safety risks associated with field-based activity.
• Experience developing, implementing or governing quality and control frameworks.
• Strong analytical capability, with the ability to interpret management information, identify trends and undertake root-cause analysis.
• Experience managing risk registers, assurance actions or control-remediation plans.
• Ability to produce clear working instructions, governance documents and senior-level reporting.
• Confidence to challenge existing processes and escalate material risks appropriately.
• Strong stakeholder-management skills across operational and specialist functions.
• Ability to translate complex risks and requirements into clear, practical operational actions.

In addition, it would be nice to have experience across a range of field work streams, covering both residential and business activity, with an unde