Summary
Overview
Work history
Education
Skills
Timeline
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GAVIN HAMER

Ruabon,Wrexham

Summary

Results-driven operations manager with extensive experience in revenue protection and debt collection. Proven ability to manage third-party suppliers, optimise debt recovery strategies, and drive operational efficiencies. Adept at analysing performance metrics, implementing compliance frameworks, and fostering competition to maximise profitability. Skilled in stakeholder management, financial analysis, and contract negotiation, with a strong focus on achieving business objectives while maintaining high ethical and regulatory standards.


Overview

23
23
years of professional experience

Work history

Revenue Protection Operations Manager

British Gas
UK
04.2022 - Current
  • Lead and manage third-party revenue protection agencies, ensuring compliance with industry regulations and business objectives.
  • Analyse supplier performance metrics to drive competition and maximise debt recovery.
  • Implement strategies to enhance early and final debt collection, aligning with company financial targets.
  • Work cross functionally with legal, procurement, and compliance teams to deliver contract and operational requirements.
  • Develop robust reporting mechanisms to track agency performance and identify trends for improvement.

Revenue Protection Field Delivery Manager

British Gas
Liverpool / Manchester
04.2016 - 04.2022
  • Managed a team of 15 Revenue Protection Officers, ensuring operational excellence in revenue protection / debt recovery.
  • Conducted internal audits to assess compliance, financial management, and risk mitigation.
  • Led agency selection and negotiation processes to optimise cost structures and recovery strategies.
  • Drove continuous improvement initiatives to enhance collection effectiveness and minimise bad debt write-offs.
  • Forecasted, controlled, and monitored budgets, ensuring financial efficiency in debt operations.

Revenue Protection Officer

British Gas
Liverpool / Manchester
01.2009 - 04.2016
  • Investigated and resolved meter tampering cases, ensuring compliance with industry standards.
  • Built strong relationships with internal teams and external stakeholders, including law enforcement and legal entities.
  • Managed customer interactions with professionalism to ensure successful debt recovery.
  • Conducted field visits to assess accounts and negotiate repayment plans.

Field Resolutions Representative

British Gas
North Wales / Liverpool
09.2002 - 01.2009
  • Led debt collection activities for residential and business accounts, ensuring compliance with regulatory standards.
  • Negotiated repayment plans with customers and conducted site visits to enforce collection procedures.
  • Assisted in the execution of warrants, ensuring professional handling of sensitive debt-related cases.

Education

Training / Education

Skills

  • Leadership & Team Development
  • Health & Safety Compliance
  • Operational & Performance Management
  • Budget & Cost Control
  • Stakeholder & Customer Engagement
  • Process Improvement & Risk Management
  • SLA & Contract Management
  • Regulatory & Industry Compliance
  • Third-Party Supplier Management
  • Debt Collection & Recovery Strategies
  • Contract & Procurement Negotiations
  • Regulatory & Compliance Management
  • Performance Analysis & KPI Monitoring
  • Financial & Business Acumen
  • Continuous Process Improvement
  • Stakeholder Engagement & Relationship Management
  • SAP ISU & Data Analysis

Timeline

Revenue Protection Operations Manager

British Gas
04.2022 - Current

Revenue Protection Field Delivery Manager

British Gas
04.2016 - 04.2022

Revenue Protection Officer

British Gas
01.2009 - 04.2016

Field Resolutions Representative

British Gas
09.2002 - 01.2009

Training / Education

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GAVIN HAMER