Business Customer Relations 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 #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’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.

As a Business Customer Relations Agent, you will be the first point of contact for our business customers, taking full ownership of enquiries and complaints from initial contact through to resolution.

You will handle inbound calls and digital chats, resolving complex account, billing, and technical issues while minimising disruption to customers’ day‑to‑day operations. Using strong problem‑solving and communication skills, you’ll ensure complaints are resolved efficiently, professionally, and to a high standard.

By delivering a consistently high‑quality service, you will build trusted customer relationships and drive positive outcomes for both our customers and the business.

Salary – £30,044 + quarterly bonus of up to 16% of salary
Contract – Permanent
Location – British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ

Working Style – Up to 8 weeks office‑based training (4 weeks formal training followed by 4 weeks supported consolidation), with hybrid working opportunities post‑training (typically 2 days per month in the office)

Operating Hours – Monday to Friday (8am – 6pm)

What You’ll Do

• Manage a blended workstream of inbound calls and digital chats from business customers, delivering a professional and efficient service

• Resolve complex customer issues at first point of contact wherever possible, taking full ownership through to resolution

• Communicate clearly, confidently, and empathetically across both verbal and written interactions

• Proactively identify opportunities for business growth and promote identified lead opportunities where appropriate

• Consistently meet performance targets, including customer, growth, and contact centre productivity and efficiency objectives, while ensuring customers do not need to contact us again

• Promote Online Account Management, Direct Debit, and relevant products and services to support customer self‑service and retention

• Maintain accurate customer records, ensuring accounts are regularly health‑checked and updated

• Adhere to quality standards, regulatory requirements, and data protection policies at all times

What You’ll Bring

• A genuine passion for delivering great customer outcomes

• Excellent written and verbal communication skills

• Ability to overcome customer objections and professionally handle challenging situations

• A proactive, solution‑focused mindset, identifying root causes and resolving customers’ issues

• Willingness to learn, adapt, and share best practice

• Strong problem‑solving skills with great attention to detail

• A collaborative, one‑team mindset

Experience & Knowledge

• Previous customer service experience, ideally within a contact centre environment

• Knowledge of the energy industry is desirable

• Confidence and resilience when managing challenging customer conversations

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.