Nationwide expands its UK call centre, new jobs

Nationwide Building Society is to expand its UK call centre operation in Swindon which will result in 200 new jobs. Swindon is one of five call centres that the Nationwide has in the UK and the expansion will bring purpose built premises within the city.

The call centre will become operational in spring 2008 and will have 600 employees by 2010. In the last 5 years, the Nationwide has opened 3 new centres in Wakefield, Sheffield and Swansea and its centre in Northampton was refurbished.

The news comes as many financial services institutions are sending their call centres abroad. Approximately, 17,000 UK financial services call centre roles are now based overseas. However, consumers are dissatisfied that jobs are being outsourced.

Nationwide research shows that 93% of people believe it is important that their calls are dealt with by a call centre based in the UK. 79% of people say they would be less likely to deal with a company that used call centres overseas and just over half of people say they would switch providers if they found their main bank or building society had started using a call centre abroad.

A spokesperson for Nationwide said they deal with approximately one million calls each month and this expansion will help them better meet the needs of their customers as well as providing employment in the communities in which they operate.

Discuss this in the Finance Markets forums

Story link: Nationwide expands its UK call centre, new jobs