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1,000 UK Call Centre Jobs At BT

18 Jan 2016

1,000 UK Call Centre Jobs At BT

BT (British Telecom) has pledged that it will create 1,000 new full or part time call centre jobs to boost its customer service support in the UK. Some of the positions to be advertised will be vacancies on apprenticeship schemes, according to the telecoms company.

Towards the end of last year, BT said that it wanted 4 in every 5 customer service calls to be answered in the UK by the end of 2016. The new recruits, to be phased in over the next fifteen months, will help them to move that ratio from 1 in every 2 calls at the moment.

BT has used call centres in India to answer many customer services queries in the past, but is committed to bringing more calls back to the United Kingdom over the next few years.

Commenting on the relocation of many of their call centre services back to the UK, Libby Barr, BT’s consumer customer care director, said: “We will have created 2,000 permanent UK jobs by the end of this process, including agency transfers, which is a fantastic boost for the UK economy. Our advisors have recently agreed to support our investment back in the UK by voting to adopt a new work pattern to ensure we have more people available to answer calls in the UK at weekends and in the evenings.”

The first batch of new jobs are set to be created in Wales, with 100 call centre positions to be added by BT in Swansea. These positions are in addition to the 50 jobs which the telecoms firm recently created at Swansea Tower, and some of the vacancies will be graduate jobs and apprenticeships.

Offering more detail on the Swansea jobs in particular, BT’s director for Cymru Wales, Alwen Williams, said: “These new permanent posts in the customer care team will provide rewarding career opportunities within BT and reflect positively on the good work that our team are already doing in Swansea and the quality of the workforce that we can draw upon in Wales. These are exciting times for the telecoms industry and this announcement reinforces the value that BT places on customer care and also our commitment to Swansea and Wales.”

The other nine hundred call centre jobs will be spread out across BT’s other contact centres around the UK and will be filled by April next year.

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