Vauxhall/Opel has opened the doors to its new pan-European Customer Contact Centre, creating 300 new jobs in Luton and the surrounding area and raising the bar for customer service and retailer support.
The highly advanced centre had its official opening to customers and retailers across Europe this week. It will support 33 countries with state-of-the-art facilities, enabling agents to deliver a world-class service to customers. For retailers, advisers will offer advice about vehicle diagnosis, field reports and order tracking.
Changing how Vauxhall/Opel deals with customers and retailers, the Customer Contact Centre has centralised its resources to build on customer handling and further GM’s core purpose of, ‘creating customers for life’. Advisers will handle an average of 750,000 contacts a year.
Countries managed by the Customer Contact Centre are Austria, Netherlands, Luxemburg, Belgium, France, Germany, Greece, Ireland, Italy, Portugal, Spain, Switzerland, Denmark, Norway, Sweden, Russia, Poland, Finland, Turkey, Albania, Bosnia Herzogovina, Macedonia, Hungary, Romania, Montenegro, Serbia, Slovenia, Croatia, Bulgaria, Lithuania, Estonia, Latvia and United Kingdom.
Rory Harvey, Chairman and Managing Director, Vauxhall Motors, commented on the launch: “This is a fantastic move for our business. Having a multi-lingual, cutting-edge team working within hi-tech facilities, will empower staff to focus on operational excellence.”
The Customer Contact Centre joins Vauxhall’s existing operations in the Luton area including its headquarters, a manufacturing plant, which builds Vivaro vans for supply across Europe and the UK parts distribution centre. Luton is one of the most ethnically diverse towns in the UK, which helped in the sourcing of the multilingual staff required to answer calls from customers across Europe.