The Roles

Collections (All as from Summer 2010)

This department is responsible for the collection of outstanding debts on both gas and electricity accounts - for example when a customer has changed supplier or moved house/business and not left a forwarding address. We contact customers by telephone or letter to obtain payment in full, and advise on payment arrangements for those customers experiencing financial difficulties.

Customer Direct Contact

Our team is responsible for investigating and resolving queries from residential customers, covering a wide range of areas - including electricity or gas metering, disputes, change of occupier in a property, meter moves and accounts completion.

Payment Schemes

Our team is responsible for ensuring customers payments are assessed and accurately amended in line with customer usage taking any outstanding debt/credit into consideration. We also assist DSS customers to set up a payment plan to suit their circumstances and fuel usage.

Operational Complaints Team

The Operational Complaints Department resolves all the complex metering, billing and registrations complaints from our domestic customers. The teams investigate each complaint fully, correct all aspects of the customers complaint, and case manage the customer complaint journey from end to end. This involves reassessing/collecting payments, issuing refunds, rebilling accounts, organising various metering jobs, making outbound calls and receiving inbound calls.

Change of Supply (as from October 2010)

From residential customers applying to open an npower account, to those who have decided to move their supply to a competitor, this is where it's all looked after.

Electricity Prepayment

We update and maintain accurate records for our residential customers, and provide expert advice and technical information for electricity prepayment customers relating to both billing and metering queries. Our department also deals with the review of accounts, to ensure any collection of debt is dealt with in a timely manner.

Gas Prepayment (as from November 2010)

Here, we look after the whole customer journey for residential gas prepayment accounts, most of which involves the collection of outstanding debt. Our department also deals with telephone enquiries relating to setting up new accounts, maintaining accounts, debt and credit and final accounts.

Customer TR/Acquisitions

We set up new customer accounts accurately and in a timely manner to ensure that residential customers are supplied by npower. This may include contacting customers to clarify important pieces of information such as final meter readings from previous suppliers. We also deal with many different aspects of being a new customer - including arranging for newly built properties to have energy supplies set up and investigating accounts that have not been set up according to customers’ wishes.

Billing

Reviewing, assessing, investigating and correcting customer accounts, we make sure that each bill is accurate and sent to our customers in a timely manner. We deal with a variety of problems, ranging from customers changing address to having their electricity meters replaced. Managing these processes involves making outbound calls to various departments, third parties and customers.

Billing & Industry Data

Reviewing, assessing, investigating and correcting business customer accounts, we make sure that each bill is accurate and sent to our customers in a timely manner. We deal with a variety of problems, ranging from customers changing address to having their electricity meters replaced. Managing these processes involves making outbound calls to various departments, third parties and customers. The team in Hull deals with business customers.

Collections

This department deals with business customers and is responsible for the collection of outstanding debts on both gas and electricity accounts - for example when a customer has changed supplier or moved house/business and not left a forwarding address. We contact customers by telephone or letter to obtain payment in full, and advise on payment arrangements for those customers experiencing financial difficulties.

Customer Relations

Our team is responsible for investigating and resolving queries from our business customers on a range of areas - from electricity metering to disputes. We also manage complaints. We manage the whole process, including taking inbound and making outbound calls, booking in relevant work, solving problems, and re-billing accounts - right though to collecting and agreeing payment arrangements.

Customer Take On

When business customers apply to open an npower account, our team is responsible for the exchange of data between suppliers and necessary industry agents. To complete the set up of these new customers, we then need to validate and register this data. We ensure this registration is accurate and timely, and deal with any exceptions by following industry procedures.