Senior Credit & Debt Agent

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.

About your role:

You’ll be working as a Senior Credit & Debt Agent in an exciting and ground-breaking new role in our British Gas Residential Energy Division.  Supporting and resolving customer enquiries and complaints across a range of our products. Increasing customer retention and loyalty by providing amazing service whilst maximising opportunities to grow our business with our British Gas Product range.

You will be part of a multiskilled team, working with our residential energy customers. You will have end to end management and accountability for resolving any type of contact you receive in this department, being in control of your own performance.  No transfers to other teams, just one stop resolution in the palm of your customers’ hands.

You will work with experts in a specialised area of your team, joining “gurus” within the department to solve pre-defined tasks on behalf of your customers, colleagues, and peers. This is your chance to really make a difference to our customers’ energy journey. You will be empowered to take ownership, make smart and effective decisions by placing your customer at the heart of everything you do. 

• Salary £29,938 with an annual bonus of up to 16% (paid quarterly)
• Working Hours – Our opening hours are Monday to Friday between 8am and 6pm and Saturday between 9am and 2pm so you’re shifts will fall between these hours.
• Start Dates - April & May 2025

We're looking for people who can work from our Stockport office initially - you'll have an opportunity to work from home after you have passed your probation period.  We'll then require fortnightly attendance to our Stockport office.. 

Here's what we’re looking for:

• Your absolute passion and flair for delivering amazing customer service should be one of your motivational drivers 
• It goes without saying we need people with lots of energy and enthusiasm to deal with the different types of enquiries we receive every day, so your time management and organisational skills need to be on point!  
• You will need to be digitally savvy as you will be working across multiple complex systems  

• We work across a variety of contact channels; calls, webchat, messaging services so you should have clear, empathetic, and calm communication skills both written and verbal.

• This department is super-fast paced and, at times, can be high pressure so your resilience, agility and ownership skills are key to this role 
• Providing the right solution first time is a key focus of in all roles to ensure we deliver against our promises 
• We ask you to be courageous and creative with your ideas to improve the customer journey and our processes that support this.  
• Oh, and don’t forget we’d love to see you self-develop and improve your skills in the role and the wider business – we’ll support you with that too! 

As part of our 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 role related situational judgement exercise.  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.