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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer assessment and welfare management within the energy industry, ensuring compliance with supply licence conditions and effective communication with diverse customer demographics. Proficient in conducting metering work and addressing customer vulnerabilities while delivering empathetic service.
Highest-signal resume keywords
Full UK Driving LicenceEnergy Industry KnowledgeMetering Equipment InspectionCustomer Vulnerability AssessmentEffective Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Metering WorkConsumption AssessmentTheft IdentificationData CollectionSafety Procedures
Soft Skills
EmpathyListening SkillsQuestioning SkillsNegotiationDe-escalation
Industry Keywords
Supply Licence ConditionsCustomer ServiceWelfare SupportEnvironmental PoliciesSafety Standards
About the role
Key responsibilities & impact- Visit customer premises to dynamically assess situations and needs based on evidence and lead generation
- Identify and make safe immediate welfare and safety concerns, including metering issues
- Conduct metering work, including inspection of metering equipment and removal of restricted electric meters when appropriately trained
- Complete consumption assessments in theft cases, update account billing with accurate readings, and inform customers of outstanding balances
- Assess customer circumstances and welfare, determine the best course of action, and support, resolve, and make each situation safe
- Present payment options and support customers in selecting appropriate options
- Identify customer vulnerabilities and ensure access to the appropriate support package
- Collect customer data and ensure customers follow the correct post-visit strategy
- Present findings to customers professionally and assuredly
- Deliver empathetic, professional customer service while upholding the British Gas brand
- Negotiate outcomes and communicate processes to customers
- Manage first-line complaints and escalate when appropriate
- Promote safety and environmental policies and ensure procedures are understood and deployed
- Maintain a safety-first approach and high reporting standards
- Recognise and de-escalate challenging scenarios using provided training and resources
- Assess customer vulnerability and ability to pay across customer treatments and journeys
- Ensure PPM suitability follows S&RP guidance to minimise self-rationing or loss of supply
Requirements
What you’ll need- Full UK Driving Licence Required
- Understanding and experience of the energy industry from a technical and commercial perspective
- Understanding of the supply licence conditions relevant to theft of energy
- Ability to identify theft of gas and abstraction of electricity situations
- Ability to communicate effectively at differing levels
- Ability to display empathy and understand customers' circumstances
- Ability to fact find and present all solutions to customers to allow informed decisions
- Essential listening skills to recognise and deal with all triggers effectively
- Essential questioning skills to achieve the right outcome for the customer
- Appropriately trained to conduct removal of restricted electric meters when required
Benefits
Comp & perks- Quarterly bonus of up to 16% of salary
- Company car or car allowance
- Flexible total rewards designed to support employees and their families financially, physically, and emotionally
- Growth and professional development opportunities
- Sustainability-focused workplace and purpose-driven work