Vodafone UK to hire 2,100 customer services staff

Vodafone

Vodafone’s troubled UK arm is to hire over 2,000 customer services staff in a bid to boost its performance.

The operator plans to create 1,200 new roles at existing customer services and contact centres across the UK.

Vodafone’s third-party customer service partners will hire another 900 staff.

The operator said the hiring spree was part of a £2 billion investment programme between 2016 and 2019.

UK regulator Ofcom fined Vodafone almost £5 million for “serious and sustained” breaches of consumer protection rules last October.

Vodafone failed to make the top 50 in the latest UK Customer Satisfaction Index, published in January, in which The Institute of Customer Service ranks companies from all sectors.

Giffgaff was the only telco to make the list.  

Vodafone UK saw revenues fell 19 percent in the three months to December on the back of the weak pound.

The operator’s Chief Executive 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.”

[Read more: Sky, TalkTalk, Vodafone welcome legal separation of BT, Openreach]

European Communications is hosting its sixth annual customer experience seminar on 10 May. Click here to read more and register your place

More News

VEON hires Huawei exec to lead global comms VEON hires Huawei exec to lead global comms VEON has appointed Huawei veteran Roland Sladek to drive its PR as the operator continues its attempt to reinvent itself as a tech company. More detail
Bouygues serves up new digital media content to fixed and mobile customers Bouygues serves up new digital media content to fixed and mobile customers Bouygues Telecom is giving subscribers free access to over 1,000 online publications, as it looks to tap into what it described as a surge in digital media usage. More detail
Altice consigns Portugal Telecom, SFR brands to history Altice consigns Portugal Telecom, SFR brands to history Altice will become a major brand in the telecoms world as the owner of Portugal Telecom and SFR unveiled a new global identity. More detail
Vodafone merges Maltese opco with Melita in new convergence play Vodafone merges Maltese opco with Melita in new convergence play Vodafone has agreed a deal with the owners of Melita to merge their operations in Malta. More detail
Telcos need to focus on context, conference hears Telcos need to focus on context, conference hears Context is key to the future success of telcos, speakers at the DigiWorld Future event have said. More detail
    

@eurocomms