Npower to axe 1,460 call centre staff just before Christmas as it sends customer service jobs to India

• Job cuts have been slammed by unions
• German firm says it will result in 'improved customer service'
• Npower currently receives 202.5 complaints for every 100,000 customers

By Daily Mail Reporter and Lee Boyce

Npower has announced it is axing almost 1,460 call centre staff as it outsources some of its back office operations to India.
Just weeks before Christmas, the energy giant has decided to close some of its British call centres.
The move was condemned by the GMB and Unison unions, who called for a public inquiry into the way Npower is being run.

Jobs cut: Npower has come under fire for pulling resources from the UK

Npower's offices in Stoke on Trent will close, affecting about 550 employees, and one of three offices in Oldbury will close, making 400 workers redundant.
There will also be a number of redundancies at npower's sites at Rainton Bridge, Sunderland, affecting around 430 employees, and in Leeds, affecting 80 workers.
A site in Thornaby will close but employees will relocate to npower's head office in Rainton.

Npower is owned by RWE of Germany, which has just dumped a project to build a vast wind farm in the Bristol Channel. Work will be outsourced to Capita and Tata Consultancy Services.
Colin Smith, of the GMB, said: ‘It is an absolute scandal that a company like Npower can operate as a cartel player in a captive market, while jobs are placed offshore.’
Matthew Lay of Unison said: ‘If the company goes ahead with this disastrous plan, it will backfire badly, damaging their already tarnished reputation for service.’

 

Npower said it ‘has been undertaking a major review of sites, operations and people across the UK to improve.'
It added that it is aimed to deliver a more ‘efficient, flexible and improved customer experience’.
The energy firm also said its customers would continue to be served on the phone by people based in UK call centres, with back-office functions outsourced to India.
Over the next eight months, about 1,460 posts will be made redundant subject to a 60 day consultation programme which Npower will now be undertaking with all affected employees.
Enhanced redundancy terms are being offered and there will also be a full package of on-site advice and support, said the company.
Npower receives 202.5 complaints for every 100,000 customers – five times more than the best energy supplier.
Its poor record on complaints, a 10.2 per cent price rise and its failure to pay tax have angered many customers.
Npower, is one of the UK's big six gas and electricity suppliers and currently employs 9,600 people in the UK.