Monday 28 January 2019: Cork based Capita Customer Solutions (formerly known as SouthWestern) has signed a three-year contract worth c.€12m with Electric Ireland, Ireland’s largest energy supplier, for the provision of credit control and collection services. The contract comes with an opportunity to extend for four further years for c.€13m, bringing the potential contract value to €25m.
Capita will be providing an inbound and outbound operations centre for Electric Ireland, as well as the supporting back office activities. This will be run out of two sites in the country, with a head office in Cork and a satellite operation in Sligo and will create 80 new jobs for the Company. This cements Capita’s position as a leading provider of such services in the sector, and a major player in the Irish market.
Speaking in Cork at the announcement, Tánaiste and Minister for Foreign Affairs and Trade, Simon Coveney, TD, said the contract win was a hugely positive development for Capita Customer Solutions.
He said: “This is very good news not just for Capita, but for the communities in Cork and Sligo where the company is based. Capita has an excellent track record in the provision of credit collection services and has a wide range of expertise to draw on. Devising personalised solutions for customers in difficult situations requires creativity as well as empathy and I think the fact that Electric Ireland and Capita are focused on delivering a compassionate customer service is to be commended.”
Marguerite Sayers, Executive Director, Electric Ireland, said: “Electric Ireland are delighted to award this critically important contract to Capita. We have a strong, valued connection with our customers and we understand that there are times when people go through hard times and face financial difficulties. In order to assist our customers with the management of their energy bills we offer multiple payment channels, Pay as You Go meters and the option of flexible payment arrangements to suit individual financial situations. We are really looking forward to working in partnership with Capita Customer Solutions in continuing to deliver our renowned customer service.”
Jon Lewis, Chief Executive Officer, Capita said: “This is a very significant contract win for our business in Ireland. Capita Customer Solutions has been a leading service provider in the Irish market for almost 25 years and this is an area where we have a wealth of experience.
“When a customer is late in paying for their energy, we understand it can be a challenging experience, which is why we find the solution that is right for them. We are working to make sure customers do not build up what can become unmanageable debts and look to deploy debt avoidance strategies to prevent such situations occurring in the first place.”
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