BT's creating 500 new jobs to boost customer service

Lynsey Barber
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BT is adressing customer service failings with new staff (Source: Getty)

BT is creating 500 new jobs in the UK and Ireland to help improve its customer service, which has come under pressure in recent weeks from regulators.

Most roles, which come in addition to 1,000 previously promised jobs, will be frontline consumer ones based in call centres in Swansea, Warrington, Doncaster and Accrington.

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Some current staff employed as contractors will be offered permanent jobs with BT.

"We are proud to be creating these new jobs in the UK and Ireland. BT is completely changing the way we serve our customers in order to boost our service levels," said BT Consumer customer care managing director Libby Barr.

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“We are going to answer 90 per cent of our customers’ calls in the UK and Ireland by the end of March, and we have been taking on great people to fill full time jobs working for BT. In fact, we will be recruiting for an extra 500 positions, which will be a dramatic increase in what we said we’d do."

BT boss Sir Mike Rake last week admitted that its customer service was not good enough.It followed the telecoms watchdog Ofcom coming down hard on the company for failing to implement changes that ensure fairness for consumers.

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