UK Complaint Handling Awards winner Firstsource is creating up to 450 new jobs at a new £1 million base in Northern Ireland.

The call centre firm – which was named Overall Winner at the UKCHAs in March after winning Gold in the event’s Customer Insight Strategy category – currently employs around 2,000 staff in Belfast and Derry, and the new base in Belfast city centre will see new roles in customer service, human resources, IT, and general management.

Sean Canning, Chief Operational Officer for Customer Management at Firstsource Solutions said the new hub could help bring footfall back to Belfast city centre after a year that saw numbers plummet due to a devastating fire at one of the area’s most iconic buildings.

A blaze at the Bank Building – home to retail giant Primark – last August saw a section of Belfast’s main shopping thoroughfare closed for several months over fears the shell of the gutted building could collapse.

“Our new location at Olive Tree House is a welcome addition to a part of the city where commercial businesses have struggled in recent months due to the well-publicised fire at Primark,” Mr Canning said.

“We are looking forward to bringing footfall back into this area and supporting local businesses further. Belfast is a vibrant city and Firstsource is making an important contribution to its future through our innovation and digital capabilities as we help businesses advance Customer Experience through automation, analytics and process improvements.

“This significant investment will enable us to support and upskill local talent, offer career progression, support the local economy, win new business and continue to support existing clients with world class customer management.”

2018 also saw Firstsource enjoy victory at the UK Customer Experience Awards for the fourth year in a row. The firm won in two categories: Best Employee Engagement – Programme or Transformation category, and Transforming the Customer Experience.



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