Customer Welfare Officer

  • Job Reference: R0060178
  • Date Posted: 24 May 2024
  • Employer: Centrica
  • Website: http://www.centrica.com/careers
  • Location: Newcastle upon Tyne, Tyne and Wear
  • Salary: £26,235
  • Bonus/Benefits: car, pension, negotiable
  • Sector: Call Centre / Customer Service
  • Job Type: Full Time

Job Description

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 highlight customers to benefits they may not be aware they are entitled to, like the British Gas Energy Trust.

Visiting customers at home or their commercial premises, the Customer Welfare Officer is there to gain understanding by listening to the issues the customer is facing, and their challenges with meeting the cost of 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 can be incredibly rewarding when you can offer a solution 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 establish the best course of action for the customer. That may be a suitable payment plan, contact with the correct authorities, charities for funding assistance to help with energy bills.

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.