The supplier plans to improve its customer care by creating an additional 350 roles, expanding the department’s resources by 10 per cent, with the aim of inquiries at times of peak demand can be dealt with quickly.
Parent company Centrica’s chief executive Iain Conn described the investment as a sign British Gas was listening to its customers, and “responding to their needs.”
He added: “Customers tell us they want excellent service when they deal with their energy supplier. We’re making a substantial and long-term commitment which will help us achieve that goal.”
The investment will also fund new systems and additional training for all 5,000 British Gas customer service employees, both aimed at addressing a range of issues customers have highlighted, including reducing call waiting times for customers.
British Gas residential energy’s managing director Stephen Beynon said: “The announcement puts investment behind our commitment to deliver world-class customer service.
“In a competitive market, we know that our customers value our advice and help with their energy usage, so we’re making the investment to get this right.”