Senior Debt & Revenue Protection Officer

Senior Debt & Revenue Protection Officer

Salary: £35,036 per year plus a quarterly bonus of up to 16% of salary. This field-based role involves working from home and in the field. A company car or car allowance applies.

Field-based – working from home and out in the field.

Senior Debt & Revenue Protection Officer responsibilities include preventing, detecting and investigating welfare concerns and theft in the residential and business portfolios. The role aims to find sustainable resolutions for customers in debt or abstracting energy while protecting customer welfare and safety.

• Visit customer premises to assess situations and needs.
• Identify and secure any immediate welfare or safety concerns.
• Conduct metering work and remove meters when required.
• Complete consumption assessments, ensure accounts are billed up to date and inform customers of their balance.
• Assess customers’ circumstances, including welfare, and choose appropriate actions.
• Present all available payment options and support customers in choosing the right option.
• Identify vulnerability and ensure customers receive the right support package.
• Collect customer data to ensure correct strategy post‑visit.
• Present findings to customers in a professional manner.
• Deliver customer service skills, uphold the British Gas brand and show empathy.
• Negotiate outcomes and communicate the process to the customer.
• Manage first‑line complaints and know when to escalations.
• Promote safety and environmental policies across the business.
• Maintain a safety‑first approach and a strong reporting culture.
• Use training and resources to recognise and de‑escalate challenging scenarios.
• Ensure customer vulnerability and ability to pay are assessed across treatments.
• Ensure suitability for PPM in line with S&RP guidance.

• Understanding of the energy industry from a technical and commercial perspective.
• Knowledge of supply licence conditions relevant to theft of energy.
• Ability to identify gas theft and electricity abstraction situations.
• Effective communication at differing levels.
• Empathy and understanding of customers’ circumstances.
• Fact‑finding and presenting solutions for informed decisions.
• Strong listening skills to recognise and handle triggers.
• Questioning skills to achieve the right outcome.

British Gas offers flexibility, support, and growth opportunities. Your voice matters, and your ambitions are our priority.