Business expansion
United Kingdom
Location of affected unit(s)
Information / Communication
Information Communication Services
61.90 - Other telecommunications activities

1,040 jobs
Number of planned job creations
Job creation
Announcement Date
9 August 2018
Employment effect (start)
9 August 2018
Foreseen end date


BT (British Telecommunications Plc), the UK-based multinational telecommunications company has announced that it will create more than 1,000 new ‘customer advisor’ jobs in its consumer division across the UK. The recruitment drive is already underway. The new call centre jobs are part of the company’s strategy to ensure that by the end of 2020 all customer calls will be answered by staff working in the UK or Ireland. The new jobs are first being offered to staff who are currently working for BT on outsourced contracts.

The CEO of the company's consumer division said: “These new roles will provide better job security, and will mean our people can focus on putting our customers first and offer the best help and support, whether on the phone or online.”

However, the announcement should be considered in the context BT’s recent decision to cut 13,000 jobs worldwide, mainly in back offices and in middle management in the next three years.



Eurofound (2018), BT, Business expansion in United Kingdom, factsheet number 94760, European Restructuring Monitor. Dublin, https://restructuringeventsprod.azurewebsites.net/restructuring-events/detail/94760.