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Sefanaia Silimaibau
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News : AO’s Bolton HQ on the Rise: Over 250 Customer Service Positions Up for Grabs


Bolton, UK, June 7, 2023 - AO, a UK electricals retailer, has announced that it will be recruiting over 250 people to grow its team of customer service specialists, to serve customers even better.

The Bolton-based employer is now offering a development pathway, which will see applicants able to carve out a career in customer service – with a starting salary of £24,000, and the ability to increase this up to £31,000 within 12 months.

AO is investing in the people who serve its customers brilliantly, with contact centre agents having had pay increases of over 20% in the past 12 months, along with a £400/month performance-based bonus for all colleagues in this team.

Jo Salisbury, Head of Contact Centre Transformation at AO said: "Making customers happy is at the heart of everything we do and as such, we are delighted to be investing heavily in our people – especially the ones who speak to our customers and are exceptional in the moments that matter! AO now has over 400,000 positive Trust Pilot reviews and they haven’t happened by accident – we have the right people delivering the best proposition to our customers and we wanted to reward them with a new progression pathway.

"Our customer service specialists go through AO’s Academy process, seeing them grow and develop their existing customer service skills. All colleagues will then have the opportunity to progress every three months, through four achievable development bands, to the stage where they are an expert on all things AO and earn a fantastic £31,000. Our contact centre has a fantastic atmosphere, a calendar loaded with awards days, incentives, and social activities to keep the energy high and recognition front of mind."

Though the customer service development pathway is a recent introduction, there are many colleagues who have taken advantage of career development opportunities in the AO contact centre.

Gemma McGhee, Contact Centre Quality Manager at AO said: "I joined AO over 10 years ago, in February 2013 as a sales specialist, with no experience or qualifications and have been given all of the tools to develop at my own pace, enabling me to progress. After just a few short months of taking inbound calls, I was able to progress to a senior team member position, which opened the door for me to grow into a team manager. From there, I was able to gain a wealth of experience, which led me to become a manager and to my current position of Quality Manager.

"I have always obsessed about doing the very best for our customers, so I feel like I’m now in a role that is perfect for me, as I’m able to ensure that the very best quality of service is delivered by my team, to every single customer, every single day."


Posted by Veronica Silva Cusi, news correspondent

About AO:
Company LogoAO, is an electrical retailer in the UK
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Today's Tip of the Day - Make Training Fun

Read today's tip or listen to it on podcast.

Published: Thursday, June 8, 2023

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2023 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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