Senior Debt & Revenue Protection Officer - Watford & St. Albans

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

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.

Salary & Benefits

• Salary: £35,036 basic salary + quarterly bonus of up to 16% of salary
• Location: Field based role covering Watford/ St. Albans area
• Company Vehicle: Company car or car allowance provided
• Driving Requirement: Full UK Driving License required

What we're looking for:

• Experience within 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 facing challenging circumstances.
• Effective investigative and problem‑solving skills, with the ability to gather facts, assess evidence and make sound decisions.
• A proactive and resilient approach, with confidence working independently in the field.

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. Help us, help you. We’re a family of brands revolutionising how we power the planet. When it comes to energy, no one does it like us. We make it, store it, move it, sell it and mend it. We’re made up of 12 different businesses, but united by our purpose as Centrica. We’re energisers. Our journey to a greener, fairer future is powered by individuals like you. Through innovative green products, intelligent energy solutions and developing smarter ways to use and save energy, we’re not just part of the energy transition, we’re leading it. Our commitment goes beyond sustainability. Together we’re bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why. We’re looking for people to add to our culture – not fit in with it. We’re building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong. Real inclusivity also means supporting the different realities our people face. That’s why we have the UK’s best Carers Policy and are continually building our approach to flexibility and wellbeing. Of course, we love having fun too. We’re a people place after all.

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