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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’re the household heroes powering 1 in 3 homes in the UK – but supplying energy is just part of what we do. We’re making the UK’s homes greener and more energy efficient, together with our friends at Hive. By using their clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier to reduce your home’s carbon-footprint. And with our Peak Save programme, we’re actively rewarding better energy use too.

Main Purpose of the role

We have an aspiration to maintain our customer base at 7.45M and then grow to 7.7M in 2024. This role for a Solver to confidently acquire new customers whilst retaining existing customers across different channels in fast paced environment using a variety of offers ranging from Energy tariffs to Service offerings. The role will include Inbound/Outbound Voice work and also includes the ability to sell and retain on Chat/Messaging platforms.  

LOCATION: LEEDS  

PROBATION: Please ensure you are not in a 6 month probation period in your current role as you would not be eligible to apply. Please consult your manager if you have any queries.

Key Accountabilities of the role

• Successfully acquire new customers who are interested in joining BG for energy whilst maximising upsell/cross sell opportunities.
• Retain customers who are thinking of leaving or who have started the withdrawal process with bespoke offers that constantly change. This includes customers that are moving home.
• Be confident in completing Outbound Retention activity for customers are in the process of leaving. 
• Being comfortable in offering different propositions depending on the customer need and prop availability.
• Be an advocate of all Products and Solutions linked to Energy 2.0 and promote these effectively to support growth and sustainability.
• Identify and understand customer needs to provide a consistently high-quality service and effectively promote British Gas products and services to enhance the customer experience.
• Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service driving positive Net Promoter Score.
• Deliver customer outcomes that meet British Gas values and our commitment to treating customers fairly.
• Resolve ongoing for issues for existing customers first time that will enhance retention success.

Required Knowledge, Skills & Experience

• Sales and Retention experience in knowing how to tailor conversations according to customer needs.
• Experience in promoting different offers and being comfortable in having growth targets. 
• Excellent understanding of the current energy retail landscape including market positions, tariff options and pricing.
• Grounded core technical ability to resolve ongoing issues on NEP and SAP.

Key Competencies/Core Capabilities required to perform the role

• Setting the standard on sales demonstrated through skills i.e. positioning, negotiating, objection handling and closing sales.
• Best in class commercial knowledge, competitor knowledge and conversation ability, applying this knowledge with of sales conduct.
• Budget management helping manage tariff and proposition cost vs revenue.
• Ability to track and document reasons for joining/leaving
• Ability to move between offers depending on customer type and market conditions.
• Excellent communication skills and ability to clearly articulate offers and price comparisons.
• Empathy for customers who we may have let down or
• Passionate about British Gas as a brand and how we are contributing to Net Zero.
• Resilience when market conditions are challenging.

“As part of our external selection process to find the best people to join our team, when you apply for this role you will be asked to complete an online mandatory situational judgement exercise which you will receieve via an email link.  This is to help us assess your suitability in terms of drive and capability for the demands of the role.”

Why should you apply?  
 
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you. 
 
https://www.morethanacareer.energy/britishgas 

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 would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.