Introduction

British Gas is part of the Centrica Group. It is the country’s best recognised energy brand. Centrica is a multinational company, with businesses in many countries. Centrica was formed in 1997 and consists of eight separate energy-related businesses, ranging from the supply of gas and electricity to consumers and organisations in the UK and Europe, to storage of gas for other providers, and drain and pipe work maintenance.

The UK energy market is highly dynamic. Customers look for the best deals and are increasingly prepared to switch suppliers. In 2007, 900,000 customers switched energy providers. An energy company needs to show it is not just competitive on price, but that it can also provide the right levels of customer service to attract and retain customers.

British Gas Services (BGS) does not supply gas – this is handled by other British Gas divisions. The core BGS product is installation and maintenance services. BGS is the UK’s largest operator in the installation and maintenance of domestic central heating and gas appliances. It provides a maintenance and breakdown service for electrical white goods and home wiring. Through the Dyno brand, BGS also offers drain clearing services, plumbing and home security services.

To deliver these services, BGS needs high calibre staff. It employs more than 9,000 trained gas engineers to install and maintain central heating and gas appliances. 

This case study explores how BGS manages the recruitment and selection of new employees.