Field Operations Manager

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.

Field Operations Manager

Location: Field-based / Home-based, with the expectation of travel to a Centrica site as and when required.

About your role:

In British Gas Energy, the safety and welfare of our customers is our top priority.

Reporting directly to the Head of Residential Collections, this role plays a key part in ensuring that all field activity—whether related to debt collection or theft remediation—is delivered with the highest standards of quality, compliance, and control.

You’ll be supporting the field team in achieving fair, proportionate, and accurate outcomes for customers, whether they're facing genuine payment difficulties or engaging in deliberate evasion or theft. You'll also help shape both the strategy and operational delivery of our work.

This is a high-profile opportunity for someone eager to influence and shape the future of our Revenue Protection Unit (RPU) and debt operations. No two days will be the same—making it an exciting and dynamic role for someone ready to make a real impact

The Key accountabilities for this role are:

• Responsible for the welfare and safety of our customers and colleagues. 

• Develops a customer obsessed culture; ensures the team understand what excellent customer service looks, sounds and feels like and strive to provide the highest level of satisfaction, and customer protection. 

• Accountable for setting the standard and ensuring compliance, governance and quality assurance are achieved to the highest standard. 

• Accountable for the operational delivery of the Debt and RPU strategy, including being a key stakeholder in setting the strategy. 

• Ensures a resource and planning process is routinely undertaken and delivers the most effective and efficient use of available resource. 

• Measures performance of all workstreams and provides insight to drive the most effective strategy for each opportunity.

• Create and develop the direction and strategy of the MI & Governance, shaping the priorities and direction for RPU and Debt.

• Collaborates with the RPU strategy lead to maximise the commercial benefit from industry incentive schemes, whilst balancing customer welfare and safety.

• Delivers 

• Contribute to commercial and financial review meetings at strategic and commercial/operational level where required, outlining delivery versus plan.

• Support annual and ongoing forecasting processes.

• Drive and deliver performance insights reducing customer and business detriment.

• Follow the safety & environmental policies, guidelines and procedures as directed by the business unit.

• Complete health, safety and environment checks within area ensuring corrective actions are in place where required.

• Responsible for leading the team that will maintain certifications for the business through effective management of audit schedule & subsequent actions from audits.

• Recruits, Selects, Inducts and Develops people in accordance with established policies and procedures to build an effective team.

• Ensures resource levels are adequate for current and future workload, to include succession planning throughout all levels.

Here's what we’re looking for:

This role is all about the person. We're looking for someone who’s ready to take the reins—leading change, improving colleague and customer experience, and making a real impact. You’ll be an experienced and inspiring people leader with the presence and passion to win hearts and minds, helping others feel valued and heard.

A big part of this role is bringing disengaged colleagues back to the table. You’ll need the ability to build trust, form strong relationships, and take people on a journey—sharing your vision through professional storytelling and authentic leadership.

Success in this role means raising engagement scores, maintaining a strong focus on health and safety, ensuring governance standards are met, and driving positive outcomes in debt resolution and compliance.

If you’re ready to lead with purpose and make a difference, we’d love to hear from you.

Please submit a CV and supporting statement.

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.