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News : JD Williams Outsources Contact Centre Jobs to Serco
Oct 14, 2014 -- Retailer JD Williams has announced it is outsourcing its city centre contact centre operation but jobs will remain in Manchester.
Around 550 roles which are based at Martin House will be transferred to outsourcing operator Serco.
The move by JD, which is part of the N Brown Group and is led by CEO Angela Spindler, comes following a strategic review into its customer service requirement, which looked at how best to provide customer service needs due to shifts to trading online and people opting for a number of ways to contact the retailer from email through to social media channels and web chat.
JD said the move allows the group to "retain people skills, knowledge and years of experience as well as colleagues being able to work from the same building, dealing with the same customers with similar day to day roles and responsibilities."
Around 550 employees will transfer across to Serco, which also operates contact centre services for other high street names.
The move will take place in January following a consultation period.
Over this time, staff will be able to ask any questions and meet teams from Serco, which has also committed to refurbish the current offices.
The online, catalogue and stores retailer said it had looked at a number of options and the Serco solution protected jobs, met the growing needs of the business and the requirements of customers.
In a statement JD said that one of its priorities was to ensure that the roles stayed within Manchester adding that "this wasn’t a decision that was taken lightly" and it "would do everything it could to work with colleagues through the transition."
Posted by Veronica Silva Cusi, news correspondent
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Serco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
About JD Williams:
J D Williams & Company Limited, a direct home shopping company located in the UK, operating over 20 catalogue brands featuring selections of clothing and other products for all ages and sizes.
Published: Wednesday, October 15, 2014