British Gas to hire 700 more contact center staff
WINDSOR, UNITED KINGDOM — Energy and home service provider British Gas is significantly expanding its call center operations in the United Kingdom (UK) by hiring over 700 additional staff across its Edinburgh, Leeds, Cardiff, Stockport, and Leicester sites.
The new customer service roles are expected to be filled by year-end to provide enhanced winter support, with further recruitment continuing into January 2024.
The major growth comes as British Gas anticipates increased customer demand for assistance despite recent energy price declines. Last winter, call volumes spiked due to the energy crisis, prompting a £25 million investment to manage heightened contact.
Though bills have lowered slightly, British Gas expects many households will still require extended support managing costs this winter.
The hiring surge will also expand the firm’s opening hours to 8 am-6 pm on weekdays and 9 am-2 pm on Saturdays. It also enables new training to help customers facing financial hardship access British Gas’ £100 million (US$125 million) aid package.
Chris O’Shea, CEO of British Gas’ parent company Centrica, stated, “Strengthening our UK call center operations will allow us to help more households with expert advice and support during this time.”
“I’m extremely proud of how our expert teams support our customers every day – in the past year, they’ve helped over 1 million customers who’ve been struggling to afford their bills with additional support such as grants, debt relief, and payment plans,” he added.
Alongside boosting its call center personnel, British Gas continues training apprentices to accelerate emissions reductions and ensure households are heating homes efficiently this winter.
