Virgin Media to create in-house call centre at Swansea

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VIRGIN Media is to bring in-house its contact centre operations in a move that will affect almost 700 jobs in Swansea.

The company currently outsources call centre operations at two sites, one in Swansea and the other in Liverpool, both operated by IBM and its contract partners Adecco and Manpower.

But from January it plans to run its own in-house “centre of excellence” at the Swansea site, consolidating the operations carried out at the existing two sites. The move will mean the 680 staff at the Swansea site, whose roles “map” to Virgin Media’s existing organisational structure, will transfer to Virgin Media under TUPE.

Other roles will be discussed as part of a 90-day consultation period that is underway.


The 435 staff at the Liverpool site will be offered the option to relocate to Swansea or seek other employment within Virgin Media or through their current employer, subject to consultation. Under the proposals, a small number of staff based in Liverpool and already employed directly by Virgin Media would move to alternative local sites in early 2012.

A Virgin Media spokesperson said: “As part of our ongoing strategy to create a leading customer-centric operation, we have announced proposals to consolidate the operations of two outsourced call centres in Albert Dock, Liverpool and Matrix Court, Swansea to create a new in-house centre of excellence for customer management in Swansea.

“Both sites are currently operated by our outsource partner IBM and their contract partners Adecco and Manpower.

“There will be a thorough consultation period over the next 90 days where we will be discussing the proposals with the teams and gaining their feedback and views.

“We know this may be a difficult message for those affected by these proposals so we are committed to communicating as early and openly as possible with all affected employees.”

The Communication Workers Union said it learnt of the decision to close the centre in Liverpool just before a meeting to discuss the union’s claim for the first pay rise at the site since 2006.

CWU deputy general secretary Andy Kerr said: “The closure announcement has come as a complete bombshell, not just to the CWU but more particularly to the loyal members of staff at the Albert Dock site.

“Many of those who are now facing redundancy had worked for many years for Virgin Media prior to being transferred out to work for Adecco.

“They now find that Virgin Media is kicking them in the teeth by closing the centre after all their loyal service.”

Union officials believe the offered redeployment to Swansea will be unrealistic for the vast majority of those involved.




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