BT plans further recruitment drive in Swansea

BT is to recruit around 36 more people in Swansea as part of plans to employ 1,000 new contact centre staff in the UK.

BT is to recruit around 36 more people in Swansea as part of plans to employ 1,000 new contact centre staff in the UK.

The new recruits will work at BT Tower, in mainly customer service roles with recruiters looking for applicants from across Swansea and the surrounding area. BT already employs more than 500 people at BT Tower in Swansea.

This latest jobs boost to Swansea is on top of the 150 new jobs that was recently announced for the area bringing BT’s total recruitment in the city over recent months to 186.

Libby Barr, managing director of customer care at BT Consumer, said: “This latest recruitment is part of our commitment to provide the best possible service for our customers. It is a great opportunity for people to develop a career with one of the UK’s leading companies at a particularly exciting time.

“Major investments such as BT’s acquisition of EE, which brings together the UK’s leading fixed line and mobile phone operators, and the growing strength of BT Sport have been making headlines across the UK and offer wide-ranging benefits for our customers.

“By the end of this year, BT Consumer will answer more than 80 per cent of its customers’ calls in the UK and this means we need more people in our UK contact centres.

“BT is already a major employer in Swanseaand it’s great news that we can build on this and increase BT’s presence in the city.”

Alwen Williams, regional director for BT Cymru Wales, said: “BT has a long history of being one of the largest private sector employers and investors in Wales. It is great news that we are now able to carry out this latest recruitment to further strengthen our presence in Swansea. In addition to trialling new ultrafast technology in Swansea we’re also investing hundreds of millions of pounds across the country on major initiatives, such as the roll-out of high-speed fibre broadband, which is transforming the online opportunities for local households and businesses.”

Successful applicants will be answering calls and helping customers from across the UK, providing them with technical and billing advice and top class customer service.

Details of the new roles and how to apply can be found at http://btcareers.manpower.co.uk/ The interview process will include online tests, assessment centres and interviews so the best possible candidates can be matched to the roles.

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 residential customers in the UK and is in the process of recruiting a further 1,000 before April 2017.

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.

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.