Energy companies hire thousands to cope with complaints

10 December 2013

Energy Energy firms are having a huge recruitment push in a bid to take on thousands of new staff to deal with the surge in complaints or calls about them while everyone tries to switch accounts after price hikes.

The report by recruitment firm Manpower suggests that the utilities sector has shown strong signs of recruitment recently with managing director Mark Cahill saying: "We've seen plenty of criticism for the energy companies for hiking gas and electricity bills. However we've noticed the big energy companies are now looking to take on thousands of extra staff to deal with a rising demand in calls."

"Customers are ringing up the gas and electricity firms in greater numbers, perhaps to question their bill or even to switch provider. The effect of this greater volume of calls is that the utility companies now need to hire to meet this demand."

"Going into 2014, the UK jobs market has the characteristics of a swan: it's making steady, serene progress on the surface but a very different picture emerges beneath the water where it is paddling away furiously," added Mr Cahill.

This push is essentially for energy firms. Lines have been jammed with people trying to complain, especially with npower who have made a hash out of millions of customers' bills. Some customers have gone for a whole year without a bill or suffered large overpayments because of mistakes from the company.

Sarah Harrison, Ofgem senior partner, said: 'Many npower customers will have noticed a serious deterioration in service levels over the last year. The huge growth in complaints about npower is wholly unacceptable and is an issue that Ofgem takes very seriously and is why we intervened in this case."

Will extra staff at energy firms make them better companies? Probably not, but at least you'll have someone to vent at.

TOPICS:   Utilities   Complaints

1 comment

  • Olde S.
    What exactly has Ofgem achieved by "intervening"?

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