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Npower to boost customer service with Stephen Rowe's marketing director appointment

Npower has appointed Stephen Rowe as its new marketing director, where he will reposition the company's customer experience when he fulfils the role in January.

Rowe spent December visiting npower sites across the country, including several days at npower’s customer service headquarters in Rainton to best acclimatise him with the company.

The firm will look to benefit from Rowe’s customer service experience, as he repositions it to have a more customer-centric approach.

Rowe said: “Over the years I’ve been fortunate enough to work in a number of great businesses including retail, private health and financial services, and I’ve enjoyed being part of some real customer led successes.

“Clearly the domestic energy industry has been dealing with a number of challenges and there has been a spotlight on npower. However, I’ve been inspired by the commitment of everyone I've already met to deliver brilliant service to our customers. And I believe that the npower brand has the people, heritage and potential to lead within the industry.”

Rowe previously worked in marketing positions at a number of consumer businesses such as Shop Direct, Bradford & Bingley and PruHealth. He will replace Debbie Britton who was in the role for three years.

The change will come despite npower performing well in Ofgem’s latest energy company customer service report.

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