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Customer Operations Engineer

Job/Person Summary

To provide a safe and high quality service to gas customers the business in support of the objectives of the Customer Operations Team

Duties and Responsibilities

Completing downstream domestic gas work safely in accordance with current legislation, codes of practice, and any other standard applicable with the performance of the task.

  • Complying with the requirements of Gas Industry Unsafe Situations Procedure
  • Attending to public reported gas emergencies as a first responder in accordance with current industry and Company procedures.
  • Supporting the Network Operations and LPG Operations Teams in the location and repair of gas escapes and maintenance of downstream gas supply assets
  • Completing gas work on gas meter installations from and including the emergency control valve to the gas installation pipework.
  • Completing safe gas work on gas appliances in accordance with manufacturer’s instructions including installation, servicing, repairs, fault finding and diagnostics.
  • Attending to high gas consumption enquiries and customer care visits
  • Assist in the completion of safety audits and inspections as required

Production/Operation/Service Delivery

  • Work may be completed inside customer properties or outside as required

Management of Staff and Resources


  • Supervision and support of apprentices and trainees as required in the performance of the role.
  • Responsible the control and correct use of van stocks, inventory items and consumable items
  • Responsible for management of own time to ensure that all work requests are completed in accordance with the business and customer’s requirements


  • Gas safety regulations, gas industry codes of practice, manufacturer instructions, Gas Industry Unsafe Situations Procedure
  • Recording accurate details of gas work completed either on paper documentation or on electronic work records in accordance with current standards


  • No budgetary responsibility but responsible for the cost effective use of time, van stocks and inventory.

Customer Services

  • Working as part of the Customer Operations team to provide the highest standard of customer service and care.
  • Completing duties and responsibilities inside customer properties
  • Ensure customer property is suitably protected at all times whilst completing work
  • Promote the business and products in a positive way at all times

Working Relationships

  • Represent the company in matters regarding the Customer Operations function including gas customers, landlords, property agents, Gas Safe inspectors, representatives of the Health and Safety Inspectorate (or local equivalent), suppliers and members of the public.
  • Part of the team responsible for Customer Operations on the Islands.

Will need to

  • Manage own working time
  • Use skills and training and communication skills in the performance of the role

Performance Management

The post holder will be expected to contribute to their annual performance development review and interim performance reviews (this process is currently under review).

Health and Safety

The post holder will be responsible for their own health and safety and the impact of their advice and actions on others and seeks guidance as appropriate. They will be responsible for identifying any possible risks or near misses via the Hazard reporting procedure.

Any other duties

The post holder shall perform such duties and observe and conform with such reasonable instructions as director by Senior Management/Directors.