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Welsh Recruitment

www.welshrecruitment.co.uk

Talking T-Mobile

(Picture: Gareth Norris)

T-Mobile is well established in Merthyr Tydfil and employs over 700 people at its contact centre site in Rhyd-y-car Business Park.
With a range of job roles at the contact centre, here we profile two stories from the Customer Service and Inbound Sales teams.
Customer service advisor (CSA) Gareth Norris from Mountain Ash has been at T-Mobile since October 2005. After working as a shift manager for a national fast food chain in Aberdare for five years he decided he needed a change and a different career path and applied to T-Mobile.

A new challenge

‘’It had got to the point when I really wanted to try something new.
My old job had become really repetitive and I was looking for a completely new challenge,’’ says Gareth, ‘’to be honest before I joined I really wasn’t sure whether it would be the job for me, but since I started and went through the training I haven’t looked back, it’s great!’’
In the last 18 months since he joined Gareth has received full training in every aspect of his customer service role and has gained plenty of experience in answering T-Mobile’s customer queries.

Solving problems

‘’I really like talking to our customers as it’s varied and no two calls are ever the same. I might be giving advice to a customer on getting a new mobile phone line or helping them with a technical question or an enquiry about their bill. It’s great to be able to solve people’s problems and help them out by answering their queries.
‘’Since starting work at T-Mobile I haven’t looked back. With the fantastic coaching from my team manager Julie I have consistently achieved high quality call scores.
I have also been given the opportunity to become a part of the training team since October 2006 and at the moment I am using all my skills and knowledge to help develop new starters at T-Mobile and also existing CSAs.

Challenging, but rewarding

‘’I find working at T-Mobile a very challenging but equally rewarding job and I can truly say I love and enjoy every aspect of the role.
I am really looking forward to developing my career at the company and it is definitely a job I would recommend to a friend.
‘’I would advise anyone who loves talking to people, helping to solve problems and answering queries to give this job a go; it doesn’t matter whether you have ever worked in customer services – the people in my team have done all sorts of things before this, such as working for a supermarket, in a bingo hall and for some people it is their first job after leaving education.
‘’T-Mobile is a great company to work for, the people are great fun and it’s very rewarding, we get great benefits such as half price phone line rental, a staff phone line and good quarterly bonuses.
There is great morale as well and people really like their jobs, the company really looks after you!’’

(Picture: Mike Hamblin)

Mike Hamblin, originally from Caerphilly and now living in Pontypridd has worked as an inbound sales advisor at T-Mobile since May 2005.
He joined with experience from a variety of roles having worked for a company which sold business credit reports and an insurance company.

His motives for joining T-Mobile were originally to improve his basic salary as his previous job has been based heavily on commission, which prevented him from being able to get a mortgage to buy a house.
‘’I wasn’t really sure whether it was the job for me when I applied but once I started and I had been through my training in customer service policy and procedures I then spent my time on the phones being mentored to ensure I had all the support I needed,’’ explains Mike.

Asking all the right questions
‘’The department I worked in is called ‘Loyalty and Retention’ and we deal with inbound calls only. People call us for information on price plans, products or phones. My job is to ask the right questions so that they get what they need.’’
Inbound sales advisors at T-Mobile earn a good basic salary and have the opportunity to earn bonuses through three target structures which included incentives for the products and accessories they sell, the number of calls they have dealt with and the level of customer service satisfaction they deliver.

Realistice targets
‘’Once you get yourself established it’s great, the targets are realistic too so my earning potential is good,’’ continues Mike, ‘’once I got going in the job I found I was really enjoying it and I was exceeding all my targets but I felt I could give a lot more. I sat down with my manager and asked what I needed to do to move forward and develop.
‘’From this meeting we developed a personal action plan and this has led to me becoming a ‘licensed deliverer for loyalty and retention’’ which is a training position. I now train teams from different departments and have also trained a whole temp team.
Three of them have now applies for permanent jobs at T-Mobile which I’m really pleased about.’’
Mike is looking forward to further developing his career at T-Mobile and enjoys working for the company.

Going the extra mile
‘’As an employer they are excellent; they really invest in us. They don’t just look for people who want to do just any old job, they really want you to do well and give you help and support to get there by encouraging you to go the extra mile.
‘’We have good incentives too and the teams are good fun. There are eleven people in my team and it’s a vibrant environment where everyone is happy to help one another – there’s a real family atmosphere with people from all backgrounds and ages.’’
T-Mobile in Merthyr Tydfil attracts people from all over South Wales, from Swansea to Pontypridd and Cardiff to Pontypool.

(Picture: T-Mobile, logo)

www.t-mobile.co.uk/careers
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