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BT announces 1,000 new UK customer service jobs

Tuesday, January 19th 2016 by Phil Wilkinson-Jones

BT is creating 1,000 new jobs to help it meet its customer service targets.

The telecoms giant has pledged to answer more than 80% of customers’ calls from within the UK by the end of 2016.

BT’s consumer division has already filled 1,000 new roles in its UK call centres and is looking to double that number by 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 – all frontline roles in customer care – will be spread across the UK at BT’s other existing contact centres.

BT said it wants recruit new advisors to answer customers’ queries, as well as apprentices and some graduates.

Some of the new permanent roles will given to the best agency staff already carrying out work for BT.

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.”


She said call centre advisors recently voted in favour of a new work pattern that means there will be more people available to answer calls 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’s recruitment drive is part of an £80m spend over two years designed to boost customer service performance and is in addition to the hundreds of millions of pounds it already spends on service each year.

Along with answering more calls in the UK, every advisor will each receive an extra 100 hours of training.

BT 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 check their bill or track the progress of an engineer if they have booked a home appointment.

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