BA decision saves hundreds of jobs in Manchester

Hundreds of jobs have been saved in Manchester thanks to the decision by British Airways to keep its UK call centres open.

The airline has opted to keep its call centres in Manchester and Newcastle rather than outsource the work. More than 300 people are employed at the call centre in East Didsbury.
The two centres employ around 1,100 staff and BA has said it is going to invest millions into both centres.

Capita has been working with BA on the organisation of global contact centre operations.

BA’s chief executive Alex Cruz said: “I am pleased that following a very detailed review, we are planning to retain both of our long-standing UK call centres in Newcastle and Manchester.

“We have highly experienced and knowledgeable teams in both cities, and by modernising how we work as well as introducing new technology we can ensure we offer the very best service to our customers.”

The airline is also keeping its call centres in Germany, Hong Kong and India, which employ another 900 people.
BA’s decision has been welcomed by Unite.

Oliver Richardson, Unite national officer for civil air transport, added: “This will give reassurance for the future to our members at Manchester and Newcastle.

“This decision has come about without any loss in pay and terms and conditions for the workforce, although we are working closely with the company to implement mutually agreed efficiency savings.

“More generally, I think there is a new mood across business and other organisations in the UK that, following the recent Carillion debacle, outsourcing is not necessarily the best option if you wish to develop your business successfully – and keep the customers happy.”