As one of the fastest-growing and highest-rated commercial energy suppliers in the UK, we are seeking an experienced Revenue Protection Officer to join our team at our Guiseley, Leeds office.
This role is suited to someone who can take ownership of the end-to-end complex gas and electricity revenue protection cases, applying strong analytical skills and sound judgement to identify energy theft, progress investigations, and deliver compliant results.
At UGP we aim to attract people from diverse backgrounds to build on our inclusive culture. We welcome applications from everyone regardless of age, race, gender, religion or beliefs, disability, gender identity or sexual orientation.
Responsibilities:
- Lead identification and prioritisation of revenue protection risks using exception reports, smart meter data, consumption trends, meter reads, and account activity.
- Complete desktop investigations and evidence collation (e.g., deep dives, read validation, change of tenancy review, meter technical detail analysis).
- Partner with metering agents, data collectors, DNO’s, gas transporters, and field revenue protection teams to commission site activity, review outcomes, and agree next steps.
- Calculate estimated consumption, back-bills, and billing adjustments in line with internal policy and regulatory/industry requirements; provide peer review and coaching to improve accuracy.
- Raise and oversee requests for meter exchanges, safety checks, reads, and investigations via internal workflows and third-party portals; proactively manage third-party responses to meet SLAs.
- Handle sensitive customer contact (phone/email/letter) for escalated or disputed cases, explaining outcomes clearly and agreeing resolution and repayment/settlement options.
- Identify and support customers in vulnerable circumstances, ensuring appropriate referrals and reasonable adjustments are applied.
- Work closely with Billing, Collections, Customer Service, Complaints, and Legal/Fraud functions to resolve complex cases and prevent repeat loss.
- Support quality assurance through case audits/checks, identifying root causes of leakage/rework and recommending control/process improvements.
- Support onboarding and coaching of colleagues, sharing best practice and contributing to a consistent approach to decision-making.
What we are looking for:
- Experience in revenue protection, revenue assurance, billing, collections, fraud prevention, investigations, or regulated utilities operations.
- Strong analytical capability, including interpretation of consumption patterns and (where applicable) smart meter/interval data to identify anomalies and evidence leakage.
- Proven ability to own complex cases end to end, applying judgement to evidence and documenting decision rationale to an auditable standard.
- Excellent attention to detail with demonstrable accuracy in calculations, case notes, and record keeping.
- Confident written and verbal communication skills, including ability to explain outcomes clearly and handle escalated customer interactions.
- Ability to priorities’ a varied caseload and deliver against SLAs and quality measures with minimal supervision.
- Strong integrity and understanding of confidentiality, data protection, and appropriate escalation for suspected fraud/safety concerns.
- Competent IT skills, including MS Office (particularly Excel) and comfort using billing/CRM/case management systems.
- Advanced DBS check is required for this role.
Join the Team:
- Competitive salary, based on experience.
- Regular company social events.
- 25 days annual leave, plus bank holidays, with the option to purchase up to 5 additional days per year.
- Collaborative working environment.
- Career progression opportunities.
- Opportunity to grow within an expanding business.
- Monday to Friday, 9:00am to 5:00pm, with some hybrid working considered.
- Health and well-being cashback scheme.
- Cycle to Work scheme.