Call centre creating 100 jobs to support growth

A WOLVERHAMPTON call centre is creating 100 new jobs as it looks to double its workforce – just 20 months after being set up.

To sustain its growth strategy UGroup, which was established by entrepreneur Karen Chilton, will also be moving from its present offices in Regent House, Bath Avenue to an 8,000 sq ft newly-refurbished headquarters in Mander House, also Wolverhampton.

The business to business Ucall contact centre manages customer relationships for a host of blue chip organisations in the finance and insurance sectors.

However, as part of the group’s expansion plans, it is now looking to develop into other markets such as leisure and travel.

The firm’s recruitment drive is targeting experienced call centre staff as well as managers, analysts and full time coaches.

In addition, the firm has promoted Andy Dear from operations manager to group operations director. A qualified loans underwriter, Mr Dear joined the business in June 2010 having previously held customer account management roles with both Promise Solutions and Britannia Building Society.

Ms Chilton said: “We’re investing heavily in our business both in terms of attracting and training new staff to support our growth and at the new offices where we have spent a six figure sum to create a state-of-the-art contact centre.

“The people who join us need not have contact centre experience as we have four full time trainers on board to ensure that they are given all the customer relationship skills required for the role.”

Prior to setting up UGroup, Ms Chilton gained extensive experience in the financial and insurance markets having previously worked for Barclays Bank, GE Money and more recently Promise Solutions in Wolverhampton.  

In recent months UGroup has been heavily involved in helping customers manage claims for the mis-selling of payment protection insurance (PPI) policies.

“Our business growth and future plans are all focused on providing a highly personal service to our customers and their clients, which means building relationships through the specialist contact centre account managers and wrapping them in value,” she said.

“Since the credit crunch and financial crisis, many people living in ‘middle England’ have felt more vulnerable and insecure with fewer people to turn to, but we can fill the relationship void by helping them with any financial mis-selling and debt management.  By further developing our people, processes and infrastructure we also intend to expand the services and products we offer to commercial clients and the public.”