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Welsh Recruitment

www.welshrecruitment.co.uk

(Picture: The Number 118 118, logo)

Taking Centre Stage

In the dog-eat-dog world of directory assistance, one company, it seems, is certainly not struggling to pull in the crowds.
118 118, launched in 2002, is now the most frequently called number in the UK and has some equally grand ambitions for the future, as it races to maintain its position at the forefront of the industry by offering an ever-more diverse and cutting edge range of products and services. Hand-in-hand with that ambition goes a commitment to employing a diverse workforce which reflects the wide range of customers calling in.

Otherwise known as ‘The Number’, 118 118 is part of the US business InfoNXX Inc, which is the largest independent directory assistance supplier in the world, enjoying a top spot in customer service rankings across the board. Their European HQ – located at their Cardiff Gate call centre – is right by all the motorway links you could ask for and enjoys a spacious setting and a free car park. It’s one of two bases in the UK, with the other housed in Plymouth. They also have a call centre in Manila to support their

UK teams and they’ve recently acquired
another UK business, Conduit, a company
you’ll know better as 118 888, who also
provide outsourced call centres.

Employing around 1,500 people of all ages, backgrounds and levels of experience in the UK, they pride themselves on an environment that’s as sociable as it is supportive and a service ethic which takes customer care to a whole new level. Answering hundreds of thousands of calls everyday, they’ll find just about any piece of information, sometimes on the bare minimum of given information.
Gone are the days of a simple number request – nowadays you can get cinema times, lottery results and your long-lost brother’s whereabouts – all in the blink of an eye. Says Jason, who’s worked for 118 118 for two years, “you get the odd caller who says, ‘I’m opposite the supermarket under the flyover, where’s the post office?’. You’d think it would be impossible to get anywhere with that, but it’s all about knowing how to use our incredible system to track down the answer. To us, it’s an irresistible challenge.”

This can-do attitude, characteristic of all their staff, is largely down to the fantastic training and uncompromising ambitions of this dynamic company. Every member of staff is well looked after from the moment they enquire about a job. From the open-plan environment to the range of shifts to suit, there’s not much more to ask for if you’re a people person looking for work.
And if you do have your own transport, their offices are just off M4 junction 30 – really easy to get to, avoiding all that city centre traffic, and with plenty of free parking.

The good news is, this could be your moment in the limelight, since they’re looking right now. So whether you’re fresh to the world of work, thinking of changing jobs or returning after a long spell out, call us now on 0800 092 2119 or visit www.thenumber.com/jobs for more information. ... they’re looking now for people to start work in the New Year...


(Picture: Margaret)

“I joined 118 118 as a CSR three and a half years ago because my daughter told me I’d love it…and she was right! Typically, I’ll come in a bit early, have a chat with friends then get on the phones and start finding numbers. Once I even helped a caller
find their long-lost father. It wasn’t easy, but felt great once I’d done it – they rang back to say thank you.
There are extra benefits too… lots of nice young men work here! Seriously though, I’ve never felt awkward about working with people from such a diverse age range – competence is more important – at least that’s how it seems to me.”

Margaret


(Picture: Ken)

“I was working at another call centre, but had heard lots of good things about 118 118, so rang their recruitment hotline and it went from there. I’ve now been working here as a CSR for over four years. I’m really glad I made the move – it’s more varied and unpredictable than many call centre roles - you never know what you’ll be asked. Because you have to think on your feet sometimes, I’ve found that being older helps enormously; it gives you and the caller confidence in what you’re doing. That said, I find that working with people from such a mix of ages and backgrounds is great – it makes it a much more interesting place to work!”

Ken