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

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