Join us, be part of more. 

Were so much more than an energy company. Were 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 doesnt 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. Thats 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.   

Weve been powering the UKs homes and businesses for over 200 years but supplying energy is just part of what we do. Were 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, were making it cheaper and easier for our customers to reduce their carbon-footprint.

Were looking for a Business Customer Resolution Agent to join a multiskilled team supporting customers in the energy market. This is a varied, endtoend role where youll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships.

Youll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, youll support them at every stage of their journey, from account queries and investigations through to debt conversations, changes of tenancy and retention when customers move premises.

Youll be trusted to make decisions that balance customer experience, commercial outcomes and compliance, using your judgement to deliver the right resolution first time.

Salary: 30,044 basic + Quarterly bonus up to 16% of salary
Start Date: 27th July (we will be unable to approve holidays within the first 6 weeks)
Office location: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SG
Working style: Office-based during training up to 6 weeks, with flexible hybrid / workfromhome options available posttraining. 2 office days per month is standard.
Operating Hours: MondayFriday, 8am6pm (you will work 37hrs per week within the core operating hours).

What youll be responsible for:

• Taking endtoend ownership of customer accounts & complaints, managing queries and account events through to resolution

• Investigating and resolving customer issues using multiple systems and information sources

• Handling inbound and outbound contact across phone, web chat and written channels

• Making sound decisions that deliver the best outcome for the customer and the business

• Proactively managing debt, change of tenancy and retention conversations

• Ensuring issues are fully resolved to prevent repeat contact and drive strong customer satisfaction

• Managing workload effectively to meet speedtoresolve and case completion targets

• Keeping customer accounts accurate and up to date through account health checks

• Working collaboratively within your team, sharing knowledge and best practice

• Operating in line with quality, compliance and data protection requirements

What were looking for:

• A strong customer focus with a genuine passion for delivering excellent service

• Proven problemsolving and investigative skills, able to handle complex account queries

• Experience managing customer cases or accounts endtoend

• Confidence handling challenging conversations, including debt or sensitive issues

• Excellent organisation and timemanagement skills

• A collaborative team player who shares ideas and supports others

• Comfortable working across multiple systems with strong attention to detail

Why should you apply?  
 
Were not a perfect place but were 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. Thats why weve 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 were 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.