BT today announced that it will create 1,000 permanent UK jobs as it works to meet its commitment to answer more than 80 per cent of BT Consumer customers’ calls from within the UK by the end of 2016.
BT’s Consumer division has already filled an extra 1,000 roles in its UK contact centres to enable it to service more of its consumer customers in the UK. The company will beef up its numbers by the extra 1,000 between now and April 2017.
The first place to benefit from the announcement will be Swansea, where the company will recruit an additional 100 customers service roles to add to the 50 extra advisors recently hired at the site.
The rest of the jobs will be spread across the UK at BT’s other existing contact centres. Further details will be announced in the coming months.
All of the jobs will be frontline roles in customer care. The company wants to recruit new advisors to answer customers’ queries, as well as apprentices and some graduates. Some of the latest batch of permanent jobs will be taken by the best agency advisors, who currently carry out BT work via Manpower.
Libby Barr, managing director of customer care at BT Consumer, said: “We announced in September 2015 that BT Consumer is going to answer more than 80 per cent of its customers’ calls in the UK by the end of 2016 and this means we need more people in our UK contact centres.
“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 and many regions where we are already a significant employer.
“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. This demonstrates the commitment from everyone at BT to work together to improve customer service and to make things easy for our customers.”
BT Consumer has committed to improve customer service and is spending an extra £80m over two years to boost performance, in addition to the hundreds of millions of pounds it spends each year on service.
Along with answering more calls in the UK, every advisor will each receive an extra 100 hours of training. The company is also investing in new simpler systems for its advisors, improving service on bt.com and has launched the BT App that allows customers to do things like check their bill or track the progress of their engineer if they have booked a home appointment.
BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband, TV and internet products and services; and converged fixed/mobile products and services. BT consists principally of five customer-facing lines of business: BT Global Services, BT Business, BT Consumer, BT Wholesale and Openreach.
For the year ended 31 March 2015, BT Group’s reported revenue was £17,979m with reported profit before taxation of £2,645m.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
For more information, visit www.btplc.com