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Centrica • United Kingdom

Customer Welfare Officer

Employment type:  Full time


A little flex time

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Job Description

We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.

You will need to be within or around the Stoke on Trent location, and ideally reside in an ST OR CW post code or live within 25 miles of this location.

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:

Be within or around the Stoke on Trent location, and ideally reside in an ST OR CW post code or live within 25 miles of this location.

  • 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 license 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

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the ‘Apply’ button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.

Company benefits

Adoption leave
Open to part-time employees
Enhanced sick days
Flexible working week
Enhanced sick pay
Gym membership
Health insurance
Mental health platform access
Compassionate leave
Dental coverage
Fertility treatment leave
Season ticket loan
Buy or sell annual leave
Optional unpaid leave
Shared parental leave
Enhanced maternity leave
Carer’s leave
Enhanced paternity leave
Pregnancy loss leave
Cycle to work scheme
Pension match/increase
Equity packages
Life insurance
Annual pay rises
Share options
Financial coaching
Employee discounts
Volunteer days
Company car
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are very happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that flexible working is part of the culture
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Employees feel that the diversity is good and there are continued efforts to improve it
Employees feel like the company culture is brilliantly inclusive and equitable
Employees feel like it is a really great environment to work in
Employees feel very excited about and aligned with the company mission
Employees feel that their salary is good and matches the value they bring

Working at Centrica

Company employees


Gender diversity (male:female)


Office locations

Windsor, London, Cardiff, Leicester, Glasgow, Edinburgh, Manchester, Dublin, Stockport, Staines, Hampton, Aberdeen, Barrow, Hull

Hiring Countries




United Kingdom

Awards & Achievements

2nd – Large companies

2nd – Large companies

Flexa100 2024
3rd – Consumer Goods

3rd – Consumer Goods

Industry awards 2023

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