John Lewis awards £94m online contact centre contract to Capita

Suzie Neuwirth
OUTSOURCING firm Capita yesterday said it has been selected by John Lewis to provide its online contact centre, as the department store chain looks to expand its digital presence.

Under the agreement, which is worth £93.5m over five years, the FTSE 100-quoted firm will deliver a service that integrates with John Lewis’ existing range of customer contact channels.

The online contact centre will remain in Glasgow and around 550 employees will transfer from the existing provider to Capita.

Capita already employs around 5,000 people in Scotland and anticipates that figure to rise by around 2,000 in the next two years.

“Capita has extensive experience of working with household names from across the private sector, including major retailers,” said Capita’s chief executive Andy Parker.

“We appreciate the importance of becoming fully immersed in a company’s brand values to ensure that customer experience is at the heart of service delivery.”

The deal is the latest high-profile feather in Capita’s cap, after it said last week that it has been selected as preferred bidder by the Ministry of Defence for a £400m contract to support the management of its military estate.

Last month it reported a 14 per cent rise in profits in 2013, boosted by a £5.5bn bid pipeline.