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Customer Services careers and development

"There’s a whole range of opportunities available for all levels of expertise. Whatever your role, you'll be playing an essential part in providing the best possible service."


Customer Services (Administration) – North East

Collections

This department is responsible for the collection of outstanding debts on both gas and electricity accounts - for example when an npower consumer 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 consumers 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 complaint, and case manage the 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.

Customer Services (Administration) – Hull

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  changing addresses to having electricity meters replaced. Managing these processes involves making outbound calls to various departments, third parties and customers. The team in Hull deals with business clients.

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 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 consumers 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 clients 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.