BT Gosforth Contact Centre Set for Major Refurbishment

BT’s Gosforth contact centre is set for a multi-million-pound refurbishment as Newcastle was revealed as a key location in the company’s future plans.

The office will undergo a major refurbishment to modernise it and create a fantastic workplace for hundreds of colleagues.

Gosforth is the latest key location to be unveiled in the UK as part of BT’s ‘Better Workplace Programme’ – the largest workplace improvement and consolidation scheme of its type ever undertaken in the UK.

The five-year programme will improve and consolidate BT’s footprint of more than 300 locations to around 30, including corporate offices, contact centres and specialist sites.

James Ramsbotham, chief executive, North East England Chamber of Commerce, said:

“Our Chamber member BT plays an important part in our regional economy both in terms of employment and connectivity.

“This investment is extremely welcome news and proof of its commitment to the North East and its substantial workforce. In the current challenging times, BT’s news is even more significant and a tremendous testament to its determination to provide the very best possible service to its customers.”

Nick Lane, Managing Director of customer service at BT’s Consumer business, said:

“Our refurbished building in Gosforth will bring our people together in an impressive and modern environment, transforming the way we work.

“Excitingly, it will continue to be an important location for BT in the North East. Our colleagues will benefit from working in a future-fit office environment with state of the art facilities designed around a central multi-use portal, with connected pods and refuel zones.”

Liz Needleman, BT Group regional lead for the North of England, added:

“This is a real sign of BT’s continued commitment to Newcastle.

“Although many of us have been working from home successfully over the past few months, we also know that modern office environments are vital. I’m so pleased we are able to announce this investment and expansion at a time when it’s more important than ever to demonstrate our confidence in the North East’s ability to make a sustainable recovery from the impact of the Covid-19 pandemic.

“While we are today announcing this exciting refurbishment of the Gosforth office, we also have further offices within the Newcastle area, which will benefit from refurbishment. We plan to announce these locations in the coming months.”

Teams based at Gosforth’s refurbished office will also benefit from the company’s investment in the latest technology. BT’s ambition is to increase efficiency and productivity, improving its ability to do the best for its customers. The Better Workplace Programme will deliver a combination of refurbishments like this, as well as new offices. The programme is due to complete in 2024.

BT Group plays an important role in North East and is responsible for generating £1 in every £70 produced, according to an independent report. It generated nearly £973 million to the economy in the North East in “Gross Value Added” GVA, during the 2017/18 financial year.* BT Group employs 9,250 people across the nation.

Gosforth joins other locations already announced including Glasgow, Dundee, Edinburgh, Birmingham, London, Manchester, Belfast, Bristol, Cardiff, and Ipswich (Adastral Park). More announcements will follow in due course.