Pictured above: D&G Group Fiance Director Paul Lee with
Sales Advisor Sue Gallagher
As part of National Customer Service Week last week, senior
employees at Domestic & General (D&G) went 'back to the
floor'.
Among those who took to the phones, were Paul Lee, group finance
director at D&G, and group financial controller, Stuart
Muncer.
The managers listened to and took calls alongside agents at the
call centre. The purpose was for them to learn about what happens
at grass roots level and also to look at areas where they could
potentially improve customer service within the company.
Paul Lee, finance director at D&G says: "This initiative
enables us to highlight the great efforts our employees make to
ensure we take care of our customers, their products and their
problems. We also want to visit the centre to pay tribute to all
our customer relations team for their tremendous efforts throughout
the year."
The call centre, which is based on Talbot Street is one of the
largest employers in the city. The Nottingham office has won
numerous awards for the way it trains its employees as well as for
its age positive recruitment practices. There are currently over
700 employees at the centre ranging in age between 16 and 73.
The company is still going strong, even during the difficult
economic times and currently is looking to recruit a further 100
call centre agents. The agents will be located in various
departments throughout the centre. D&G has already recruited 99
people over the summer, but is still on the hunt for more
candidates.
The contracts will be fixed term until the end of January 2011,
but last year a large proportion of these positions were retained
on permanent contracts.
Tracy Burrell, HR manager at the Nottingham site says: "Our
progressive recruitment means we can provide the best possible
customer service and as we approach our busiest period we still
have a large number of vacancies to fill.
"We have high employee retention levels and people who join us
on a temporary basis often stay when they realise they can build a
career here, we just need to find the right people. The downturn
has been tough for everyone, and I'm sure there must be people out
there, no matter what your age or background is, who are looking
for a new challenge. Pick up the phone, you may be surprised."