Business Customer Contact Agent

Job Description

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 . 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’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re 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, we’re making it cheaper and easier for our customers to reduce their carbon-footprint. We’re looking for a Business Customer Resolution Agent to join a multi skilled team supporting customers in the energy market. This is a varied, end to end role where you’ll take real ownership of customer accounts, investigate complex queries and play an active part in retaining and growing customer relationships. You’ll work as part of a small, empowered customer pod, collectively responsible for a large portfolio of customers. Rather than handing customers between departments, you’ll 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. You’ll 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: 16th Nov (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 / work from home options available post training. 2 office days per month is standard.

Operating Hours: Monday-Friday, 8am-6pm (you will work 37hrs per week within the core operating hours).

What you’ll be responsible for:

• Taking end to end 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 speed to resolve 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 we’re looking for:

• A strong customer focus with a genuine passion for delivering excellent service
• Proven problem solving and investigative skills, able to handle complex account queries
• Experience managing customer cases or accounts end to end
• Confidence handling challenging conversations, including debt or sensitive issues
• Excellent organisation and time management 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?

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.

We’re a family of brands revolutionising how we power the planet. Through innovative green products, intelligent energy solutions on developing smarter ways to use and save energy, we’re not just part of the energy transition, we’re leading it. Our commitment goes beyond sustainability. Together we’re bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why. We’re looking for people to add to our culture – not fit in with it. We’re building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong. Real inclusivity also means supporting the different realities our people face. That’s why we have the UK’s best Carers Policy and are continually building our approach to flexibility and wellbeing. Of course, we love having fun too. We’re a people place after all.