Fusion, part of the BGL consumer insurance group, now employs 550 people at its Sunderland Enterprise Park site. It’s the highest headcount the business has ever had since it opened its first office in the city in 2002.
The company, which also operates contact centres in Peterborough and Coventry, services clients including the Post Office, Marks & Spencer Money, Lloyds Banking Group, Co-operative Insurance and Santander from Sunderland.
Mark Brannen, head of site for Fusion in Sunderland, said: “We have seen expansion and sustained growth of the company in Sunderland over a number of years, and we are now doing more with the clients we service.
“The people who work for Fusion deliver an exceptional level of service and are breaking Fusion internal records at the moment. The performance is outstanding and is recognised by the BGL group and our partners.”
The company has reiterated its commitment to Sunderland by investing in a refurbishment of its site and the opening of a third office, which has been operating since March. The work has created additional space for the new employees and improved facilities throughout the site.
Mark Brannen said: “BGL is incredibly committed to the North East and has demonstrated this consistently.
“We are progressive in what we believe offices should look and feel like. We have opened a new suite of offices, a brand new training suite and are opening a bespoke open terrace restaurant by the end of the year. The improvements have been designed to make sure we are future-proofed and ready.
“It’s not just about the jobs; it’s the quality of jobs. We want to be people’s employers of choice. It’s a cracking place to work.”
Fusion has worked with Sunderland City Council since it opened for business in the city. In addition to business development advice, it has received support for a number of workplace initiatives, including car parking, cycle to work schemes and staff wellbeing programmes.
Mark Brannen said: “We have had an excellent relationship with the City Council for years. As soon as we have any plans for Sunderland, we talk to them because we value their expertise. The business investment team is very easy to work with.”
Sunderland has a strong reputation for the quality of its contact centre industry, thanks to the quality and positive attitude of the local workforce.
Councillor Harry Trueman, deputy leader of Sunderland City Council, said: “We are delighted to support Fusion’s growth and welcome the additional high-quality call centre jobs the company has created in the city.
“Fusion is a forward-looking company which is going from strength to strength, as evidenced by its expanding site and headcount. We look forward to working with the business in the future and applaud its commitment to the city.
“Sunderland is a fantastic base for new and growing companies and the City Council is happy to help businesses that are seeking a great location and access to a committed and talented workforce.”
Visit the Fusion Contact Centre Website