BT Completes First Phase of Contact Centre Refurbishment

BT completes first phase of Newcastle contact centre refurbishment
Local colleagues will be among the first in the UK to benefit from BT’s new ‘future-fit’ workplaces

BT have released new images of its Gosforth Contact Centre currently undergoing a multi-million-pound refurbishment – as it announced the project has already completed its first phase and will open later this year.

The contact centre has undergone a major revamp to modernise it and create a fantastic workplace for hundreds of colleagues. The first phase of works, which started at the end of last year, is now complete and it is already transforming the building.

The facilities and services will include everything from full height windows providing natural light, café and restaurant facilities, to flexible workspaces and collaboration areas. It will also include relax and refuel areas, a games area with table tennis, pool and games consoles as well as a small putting green.

The multi-million pound refurbishment will also include a multi-faith and parenting room, an on-site concierge and even a ‘bike doctor’ to encourage as many colleagues as possible to travel into work by sustainable transport.

The refurbishment is taking place in two stages, allowing contact centre workers the flexibility to work from home or to continue operating in another section of the building whilst work continues to take place. BT is ensuring social distancing rules apply inside the contact centre as well as following Public Health England’s latest guidelines on Covid-19 to ensure people are kept safe.

When the work is complete, the state-of-the art refurbishment in Gosforth will be one of the first of BT’s future-fit offices in the UK to open as part of its ‘Better Workplace Programme’ – the largest workplace improvement and consolidation scheme of its type ever undertaken in the UK.

The investment will help transform the way BT works, create efficiencies and enable it to better serve its customers.

Nick Lane, managing director for consumer customer services at BT, said:

“BT is fully committed to Newcastle and we are pleased that the first phase of our refurbishment is now complete.

“We are excited that our colleagues in Gosforth will be among the first in the UK to benefit from our future-fit workplaces, bringing our people together in an impressive and modern environment, transforming the way we work.

“The local team has done a fantastic job ensuring that our customers have been able to stay connected during the Covid -19 pandemic with some choosing to remain working on site during the refurbishment, while other colleagues have chosen to work from home.

“We look forward to welcoming staff into our new refurbished building as we aim to make BT the best place to work in the local area.”

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

“I’m delighted to see the progress that has been made to the refurbishment of the Gosforth Contact Centre.

“BT plays an important part in our regional economy both in terms of employment and connectivity. Their continued commitment and investment in the North East is extremely welcome by the Chamber, our members and their employees.

“I look forward to seeing the new centre once it has been completed.”

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

“Gosforth is a strategically important site for BT and this refurbishment is a real sign of our continued commitment to Newcastle.

“I am looking forward to our colleagues being able to benefit and thrive in their new future-fit workspace that we are creating, which will transform the way we work as we continue to do the best we can for both our customers and colleagues.

“This is a bold and ambitious programme for BT and we are committed to this major investment for Newcastle even in these challenging times.”

Teams based at the Gosforth Contact Centre will benefit from full fibre broadband as well as EE 5G mobile connectivity in the area. 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 moves like this, into new offices, as well as the refurbishment of some existing BT buildings.



Under the five year ‘Better Workplace Programme’, first announced in 2018, BT will consolidate its UK footprint of more than 300 locations to around 30. The company has already announced several other locations including Belfast, Cardiff, Edinburgh, Manchester, Birmingham, Bristol, Dundee and Ipswich with more to follow. It will also move from its current headquarters in London at St Paul’s to a new 320,000 square foot, 18-storey building near Aldgate East Station later this year.

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