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Business Customer Contact AgentCentrica · Leicester
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Centrica

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Business Customer Contact Agent

🗓️ Posted 2026-09-01 Leicester Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market 1,800 GBP–2,300 GBP/mo

About the Company

Centrica is an international energy services and solutions company, founded on a 200-year heritage of serving customers in homes and businesses. We supply energy and services to over 10 million customers, mainly in the UK and Ireland, through brands such as British Gas, Bord Gáis Energy and Centrica Business Solutions. Through our trusted brands, we deliver innovative energy and services solutions to help solve customers' needs, supported by thousands of engineers and technicians. We are committed to energising a greener, fairer future. Utilities Specialties: Energy Services & Technology, Energy Retail, Connected Home, Distributed Energy, Home Services, Renewable energy, energy trading, Energy Storage

Responsibilities

  • ● 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.
  • ● 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.
  • ● Start Date: 16th Nov (we will be unable to approve holidays within the first 6 weeks)
  • ● Office location: British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
  • ● 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