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.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: £29,000 basic (rising in April 2026) + Quarterly bonus up to 16% of salaryContract: PermanentLocation: 1 Waterfront Avenue, Edinburgh, Scotland, EH5 1SGWorking 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 resolutionInvestigating and resolving customer issues using multiple systems and information sourcesHandling inbound and outbound contact across phone, web chat and written channelsMaking sound decisions that deliver the best outcome for the customer and the businessProactively managing debt, change of tenancy and retention conversationsEnsuring issues are fully resolved to prevent repeat contact and drive strong customer satisfactionManaging workload effectively to meet speed‑to‑resolve and case completion targetsKeeping customer accounts accurate and up to date through account health checksWorking collaboratively within your team, sharing knowledge and best practiceOperating 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 serviceProven problem‑solving and investigative skills, able to handle complex account queriesExperience managing customer cases or accounts end‑to‑endConfidence handling challenging conversations, including debt or sensitive issuesExcellent organisation and time‑management skillsA collaborative team player who shares ideas and supports othersComfortable working across multiple systems with strong attention to detail
