BT has appointed customer contact centre operator Stream to play a key role in providing telephone and broadband services for Post Office customers – a deal which is expected to deliver 450 new jobs to Londonderry this year.
Stream has started hiring for 450 customer service, technical support, and sales positions at the city’s Ulster Science and Technology Park and their new premises on Spencer Road to manage customer service for Post Office HomePhone and Broadband customers across the UK.
Under a four-year deal, BT will provide wholesale telephone and broadband services to the Post Office to be sold to its customers under the Post Office HomePhone brand. Stream has been appointed to provide the customer service interface, although the customer relationship will continue to be firmly the responsibility of the Post Office Ltd.
Chris Clark, CEO, BT in Ireland, said: “Customer service and technical support helpdesks are essential components in delivering first class managed services for our wholesale customers.
“BT Wholesale’s White Label Managed Services approach enables operators like the Post Office to launch new services rapidly. Working with partners like Stream helps ensure we have the experience, skills and capability to deliver what’s required for the Post Office and its HomePhone customers.”
Martin Moran, the Post Office’s head of telephony warmly welcomed the deal and said: “Stream has a strong reputation for excellence in customer service. We’re delighted the company’s people in Northern Ireland will be helping the UK’s 400,000 HomePhone customers get the most out of the service and help win us more customers.”
Stream is currently the second largest employer in Derry and it is anticipated that this new contract is likely to bring in the region of 700 new jobs to Northern Ireland over the next three years.
Stream country manager Jeff Jennings said: “This new contract is a tremendous boost for our company, and for our community. We’re excited about working with BT Wholesale and Post Office HomePhone, and also about bringing so many new people onboard here in Derry. A number of existing employees have already begun training for this project, but many more full-time positions, and some part-time positions, are still to be filled.
“These jobs call for a variety of skills, so we have opportunities for a wide range of individuals. These new employees will answer calls and e-mails from customers and help resolve a variety of product and service issues. The ideal candidates for these jobs will have an interest in technology, a good customer service attitude and the desire to learn.”