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Vodafone creates 2,100 new UK customer service jobs

Monday, March 13th 2017 by Phil Wilkinson-Jones

Vodafone is creating 2,100 new UK customer service roles in a move it says will make “a real difference” to its customers.

The biggest expansion of Vodafone’s UK employment base in years forms part of a three-year, £2bn programme of investment in its network and services.

It will see 800 new jobs created at the company customer services centre in Manchester, around 150 new jobs at each of the contact centres in Newark and Stoke, and around 100 new roles at Vodafone’s Glasgow contact centre.

Vodafone’s third-party customer service partners will also create almost 600 new roles in Newcastle, almost 200 in the west of Scotland and 100 in Cardiff.

News of the investment comes just months after Vodafone was fined £4.6m by Ofcom for “serious and sustained” breaches of customer protection rules.

An investigation by the communications watchdog found that more than 10,000 pay-as-you-go customers lost a total of £150,000 when Vodafone failed to credit their accounts after they paid to top up.

Ofcom also found that the company had failed to comply with rules on handling customer complaints.

Vodafone said in October it had invested £30m in customer service and training in 2016 alone and had hired 1,000 new UK-based call centre workers.

It also said there had been a 50% reduction in customer complaints since November 2015, although Ofcom’s most recent figures still showed Vodafone was the most complained-about mobile provider.

'Success stories'

Commenting on today’s announcement, Vodafone’s UK CEO Nick Jeffery said: “These new, skilled roles will make a real difference to our customers and a real difference to the communities that are the focus of our customer services investment.

“Our ambition is to give our customers the best experience possible, providing an outstanding level of service and support as we continue to invest in building the biggest and best network in Britain.”

Culture secretary Karen Bradley said: “Vodafone is one of our country’s great international success stories and it’s fantastic this global organisation is demonstrating its confidence in the UK by creating new jobs across the north, in the midlands, in Scotland and in Wales.

“This government is building an economy that works for everyone, one that backs business and builds on our strengths to drive growth and create jobs.

“We are working hard to create the right conditions for commercial investment in the UK, and today’s announcement is proof that Britain is well and truly open for business.”

Vodafone said that thanks to recent investments its 4G coverage now reaches 97% of the UK population.

The operator was also named the UK’s top network for calls by mobile testing company P3 in November, achieving a big improvement on its 2015 score.

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