BT is expanding its customer service contact centre in Swansea by creating 100 new jobs, with support from the Welsh Government. The company is creating the new roles in order to meet its commitment to answer 90 per cent of its customers’ calls in the UK by Spring 2017.
The move is backed by business finance from the Welsh Government to support the capital investment and new jobs and helped ensure the expansion went ahead in Swansea. The new recruits will work at BT Tower in Swansea where an additional floor will be refurbished and refitted to accommodate the new business that could have been housed at other BT centres in the UK which have available capacity. BT already employs around 500 people at BT Tower in Swansea.
Ken Skates, Welsh Government Economy Secretary, said: “BT’s importance to the Welsh economy is reflected in its anchor company status. It has a significant presence in Wales employing more than 3,890 people here and spends around £284m with suppliers in Wales every year.
“BT has already created a significant number of new jobs across Wales recently and I am delighted to support this significant expansion that will now go ahead in Swansea. It builds on their highly successful existing operation in the city and will create a range of new jobs and employment opportunities.”
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. Every advisor will each receive an extra 100 hours of training.
The company has added around 500 UK and Ireland contact centre roles in BT Consumer, with around 900 to be filled by April 2017.
Alwen Williams, Regional Director for BT Cymru Wales said, “we are completely changing the way we serve our customers in order to boost our service levels. BT is already a major employer in Swansea and these new roles reflect our commitment to the city and the skills and quality of our workforce. We’re also rolling-out our new ultrafast broadband technology in Swansea that will see the city enjoying some of the very fastest fibre broadband speeds available in the UK.”