BT to create 100 jobs at its Swansea base

BT is to recruit 100 new people to work in its Swansea base in a bid to answer more than 80 per cent of its customers’ calls from within the UK.

These jobs are part of a commitment made by BT to create 1000 permanent jobs across the whole of the UK between this year and April 2017.

The telco’s consumer division has already taken on an extra 1000 people to fill roles at its UK contact centres so it can service more of its customers in the UK.

The 100 jobs at the Swansea base are on top of 50 extra advisors hired there. More jobs will be spread across BT’s other existing UK call centres.

BT says these roles will be frontline-based in customer care and will allow it to support more customers’ queries. It’ll be hiring new advisors, apprentices and some graduates.

Libby Barr, managing director of customer service 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 added 2,000 permanent UK jobs by the end of this process, 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.”

Alwen Williams, director for BT Cymru Wales, said: “Swansea is increasingly playing a key part in BT’s strategy both in terms of its customer care initiative but also its ultrafast broadband delivery – which is great news for the local community and economy.”

“These new permanent posts in the customer care team will provide rewarding career opportunities within BT and reflect positively on the good work that our team are already doing in Swansea and the quality of the workforce that we can draw upon in Wales.

“These are exciting times for the telecoms industry and this announcement reinforces the value that BT places on customer care and also our commitment to Swansea and Wales.” 

Image credit: Chris Potter