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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.

KEY ACCOUNTABILITIES:

• Conduct on-site visits to assess customer circumstances, including welfare and safety, based on available evidence and lead generation.
• Identify and resolve immediate safety concerns, including metering issues; remove electric meters where appropriately trained.
• Investigate suspected energy theft, complete consumption assessments, ensure accurate billing, and communicate outstanding balances.
• Present suitable payment options and guide customers toward the most appropriate solution for their situation.
• Recognise customer vulnerabilities and ensure they receive the correct support packages available.
• Deliver empathetic, professional customer service aligned with British Gas brand standards, while promoting safety and environmental policies.
• Apply training to de-escalate challenging situations and assess suitability for prepayment meters in line with S&RP guidance.
• On occasion you may be required to attend court for warrant applications

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 Field and Safety 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.
Salary - £33,818 + quarterly bonus of up to 16% salary
Location – This is a field-based role, working from home and out in the field.