Jobseekers buzzing about 1,500 contact centre vacancies

South Wales’s contact centre industry bucked the economic downturn as hundreds of jobseekers buzzed around Cardiff’s St David’s Hall at the BuzzWales recruitment roadshow where 1,500 jobs were available.Employers including Admiral, Conduit, T-Mobile, British Gas and Lloyds TSB spoke to people from across the region about vacancies in a range of positions which will be available over the next six months, due to continued growth in the sector.

Keen candidates were interviewed ‘on the spot’ and some could be in full-time work as early as next week.  Information on what it is like to work in a contact centre, potential earnings, hours of work, skills needed and career prospects were explained to interested individuals.

Want2Work were also on hand to offer advice on the impact on benefits, tax credits, transport, child-care and disability allowance from working in a contact centre.

Sandra Busby, Managing Director of the Welsh Contact Centre Forum said, “The news is full of job loss stories but this year the contact centre industry has created hundreds of jobs across Cardiff and the rest of Wales.

“Despite the downturn, many sectors of the industry are vibrant and recruiting at all levels.  The industry currently employs 28,000 people and pumps an important £400m into the Welsh economy each year.

“Hundreds of people who came along today were able to find out how rewarding a career in a contact centre can be and we hope to have them in new roles in time to get a bit of money for Christmas.”

Jobseeker Angela Evans, 27, of Cathedral Road, Cardiff said, “I’m currently unemployed and keen to start work straight away.  Today has really opened my eyes to the opportunities available in the contact centre industry.  I hope to be starting a new career as soon as possible.”

Rachel Edwards, Recruitment Manager, Admiral said, “While it may be bad news elsewhere, we’re growing at Admiral in Cardiff, Newport and Swansea.  We recruited around 800 people this year and plan to do the same in 2009.”

Deputy Leader of Cardiff Council Neil McEvoy, who opened the event, said, “We are trying to be as proactive as we can in these difficult economic times. I am glad to have been able to support this event. Cardiff is a great city and we are open for business.”

Geraint Lewis, District Manager for Jobcentre Plus SE Wales said, “It is really pleasing to see that despite what is happening in the economy, some employers such as those in the contact centre industry have a continuing need for additional staff.”

The event was organised by the Welsh Contact Centre Forum, in conjunction with Cardiff County Council and JobCentre Plus.

Wales looks set to witness further shared services investment after industry professionals held their inaugural standalone strategic forum.

In recent years Wales has become a leading European destination for the sector, attracting large investment from organisations such as Her Majesty’s Prison Service (HMPS), BBC, Corus and Tesco.

The event was managed and facilitated by Geoff Booth, Chair of the WSSG, and the former head of HR Shared Services at Lloyds TSB and an expert in the field.

The contributors were Peter Reilly, Director of HR Research and Consultancy at the Institute for Employment Studies; Christopher Hallett, Director of Harper Hallett Consulting; and Huw Rowlant Jones, partner at Eversheds, Cardiff.
Wales has been targeting SSC companies through International Business Wales’ (IBW) ‘Best Shore’ marketing campaign over the last few years.

IBW is part of the Welsh Assembly Government and helps global companies trade with or establish operations in Wales.

Greg Green, IBW’s Project Manager for Business Processes, said: “At the inaugural Shared Services Group stand-alone meeting we discussed, debated and shared ideas of best practice within the shared services industry. Our ultimate aim is to further increase competency within the industry and consequently position Wales as a sought-after location for shared services companies.”

Sandra Busby, Managing Director of the Welsh Contact Centre Forum, said: “Previously the Shared Services Group has met alongside the Welsh Contact Centre Forum’s events, so for them to be in a position to hold their own stand-alone event demonstrates how vibrant and thriving the industry is in Wales.”

Ireen Lock, Head of Customer Contact Services at HMPS and a member of the SSG, said: “I found the meeting to be a great success. Being able to share ideas with other people in the industry is a vital tool and I came away with a lot of information and new ways of thinking.”

Partner Huw Rolant Jones from international law firm Eversheds said: “We are very excited to be hosting this inaugural event in conjunction with Welsh Shared Service Group. Shared services is very high on the political agenda in Wales and our experience of working with public and private sector clients is that there is a genuine willingness in Wales to embrace the concept of shared services. We hope this event will facilitate the further development of shared services in Wales and provide an opportunity to explore opportunities and overcome any hurdles.”

Welsh Assembly Government Minister for the Economy and Transport, Ieuan Wyn Jones, said: “Wales has attracted some major players in the shared services industry over the past few years and I am convinced that with the focus and drive that has been demonstrated by the members of the Shared Service Group this investment will continue to prosper. I am delighted that the Assembly Government is able to work in partnership with the Shared Service Group and others in the pursuit of those aims.”

For more information about the Welsh Shared Services Group contact the Welsh Contact Centre Forum on 0800 838067 or www.welshcontactcentreforum.com

Pictured above: Queuing up for jobs in Welsh contact centres: Sandra Busby, managing director of the Welsh Contact Centre Forum hands the headset to jobseeker Angela Evans, 27, of Cardiff.