Npower's chief executive has admitted that the firm's "overcomplicated procedures" have contributed to the loss of 2,400 jobs, as it was forced to outlay extra costs to "put things right" for unhappy customers.
Paul Coffey said that the energy giant lost sight of the "fundamentals" and called the firm's losses of £100 million "extremely disappointing."
They show a business that tried to do too much, too soon, while not focusing enough on the fundamentals in a constantly changing market.
This led to over-complicated processes and procedures resulting in unhappy customers, too many complaints and extra costs to put things right.
...Energy should be simple for our customers and we have complicated it.
...I regret that, as we simplify and streamline our activities, this will mean inevitable job losses but I am convinced that these steps are critical to protect the thousands of jobs that will remain."
Today's job cuts will affect a mix of employees who work directly and indirectly for npower, over the next two years.
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