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British Gas is expanding its UK contact centre operations by creating 700 new jobs across its sites in Leeds, Leicester, Stockport, Edinburgh and Cardiff.

This significant recruitment drive follows a substantial increase in call volume due to rising energy bills, prompting the company to invest £25 million in customer service enhancements.

Recognizing that energy bills remain high, British Gas is proactively preparing to assist customers who may require support.

The expansion of the contact centre workforce will enable British Gas to extend its customer service phone lines to extended hours, operating from 8am to 6pm from Monday to Friday and 9am to 2pm on Saturdays.

The energy giant expects to fill all 700 positions by the end of 2023, with continued hiring anticipated in January as it continues to repatriate more of its call centre operations back to the UK.

To further bolster its support capabilities, British Gas is providing additional training to its customer service teams, equipping them with the necessary expertise to effectively assist customers facing financial difficulties. This training will focus on identifying and directing customers to available support resources.

Launching the recruitment drive its contact centres, Chris O’Shea, the Chief Executive Office of Centrica (which is the parent company of British Gas) said:

“Although energy prices have come down slightly, many of our customers are still struggling overall with the cost of living and need to speak to us for longer about their energy bills.”

“Strengthening our UK call centre 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 have helped over one million customers who’ve been struggling to afford their bills with additional support such as grants, debt relief and payment plans,” added the CEO.

In addition to the new contact centre roles, British Gas is also committed to fostering a skilled workforce through its apprenticeship program. The company aims to onboard an average of around 500 new apprentices per year, translating to a pledge of 3,500 new apprenticeships before the end of 2030.

If you are interested in working for the utilities provider then make sure you check out our company profile for British Gas.