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Customer Welfare Officer
4 months ago
We are Centrica We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future .
At British Gas our Customer Welfare Officers play a vital role in understanding our customer’s needs to provide suitable solutions to help them better manage their energy account balances and energy consumption.
At times working with the most vulnerable members of society both domestic and commercial, The Customer Welfare Officer is there to offer solutions and point customers to benefits they may not be aware they are entitled to like the British Gas Energy trust.
Visiting customers at home or at the commercial premises the Customer Welfare Officer is there to gain understanding from customers by listening to the issues the customer is facing, and the challenges faced with meeting the cost of the energy consumption.
An empathetic approach is required and at times they will be faced with sensitive subject matters, but the main outcome is to find a cost effective and long-term solution for the business and customer whether a domestic or commercial customer.
What makes a great Customer Welfare Officer?
The visits made by a Customer Welfare Officer are rarely easy but can be incredibly rewarding when you can turn a customer around and give suitable advice and guidance for the long term. To do this you will need to patient, resilient with good negotiating skills. Initially customers may be defensive so having the ability to break down the barriers to allow for an informed discussion is important.
Attention to small details and listening for key information is important to then establish the best course of action accurately for the customer, whether that be a suitable payment plan or contact with the correct authorities or charities for funding assistance to help with energy bills.
Ultimately though where no solution can be found there may be no alternative other than court action which you may be asked to represent the organisation through the court proceedings.
What we need from you:
Flexibility is important. You need to be available to meet with customers at their homes or business when they are available which may include evenings.
Relationship building is key as you will need to build instant rapport with your customers but also 3rd parties including business units within the organisation, locksmiths, dog handlers and local county courts.
Organisational skills/Planning skills and attention to detail to ensure all paperwork is accurate and up to date for presentation to external parties and auditors.
Good time management skills
A UK full driving licence with no more than 6 points.
Here's what's in it for you:
Working for the UK’s most trusted energy company has its perks. As part of the Centrica family, you’ll receive our industry-leading core benefits package, that gives you so much more than just money in the bank.
£26,235 salary
Bonus scheme
Monday to Friday working
You’ll get your own car or car allowance, Mobile Phone & Tablet
33 days holiday (plus the chance to buy 5 more) (inclusive of bank holidays)
Each year, we give colleagues a slice of our profits as company shares
Impressive Pension Scheme – we'll contribute up to 10% of your salary.
Share incentive plan – for every 2 Centrica shares you buy, we’ll give you a free share.
If you’re a British Gas Customer, we’ll give you an allowance towards your energy bills
Healthcare Plan
GP24 – Virtual GP available 24/7
My Health Service – holistic wellbeing support
My Care – Confidential support service available 24/7
Free Eye Test and glasses, should you need them.
Life Assurance – Should the worst happen to you; your loved ones receive a pay-out of 4x your salary.
Income protection – if you get a long-term illness/injury and you’re unable to work, you’ll still get 2/3 of your salary.
Huge discounts for you, your friends and family on products such as EV Chargers, Solar Panels, and boilers.
Funded Legal Help
Ignite your Potential:
At Centrica, knowledge really is power. We’re incredibly proud to have launched a brand-new career development platform which means we now have an industry-leading learning offering that is unmatched. All of our people have the opportunity to champion their own career path by choosing from 1000’s of courses and learning options that makes your learning, unique to your ambitions.
Treat them green, keep them keen. We’ve committed to offering our engineers the opportunity to cross-skill into trending green technologies such as Air Source Heat Pumps, Electric Vehicle Charge Points, Mixergy Hot Water Tank Systems, Hydrogen Boilers and HIVE applications.
We’re a People Place:
We care, we collaborate, and we celebrate. Diversity is the fuel to our flame — it's what sparks our innovation, fosters resilience, and makes us a genuinely great place to work. We're looking for people to add to our culture - not fit in with it. We know that every voice matters, and every new perspective makes us more empathetic and reflective of the 10 million customers we serve. Did you know we're 1 of only 7 employers to be accredited as Carer Confident Ambassadors and have consistently made The Times' Top 50 Employer list for Gender Equality.
