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The Contact And Shared Services Industry

Contact And Shared Services

Company Profiles

Ntl/Virgin Media
Part of the Virgin group, the new Virgin Media now offers TV, broadband, mobile and phone services. Virgin Media has customer service centres in both Cardiff and Swansea.
HBOS

The HBOS Group provides retail, business and corporate banking, and insurance and investment services through its multi-brand strategy. HBOS brands include Halifax, Bank of Scotland and Birmingham Midshires. HBOS is the UK's largest mortgage and savings provider and a leading insurer employing 72,000 people world wide. HBOS has a contact centre at Cardiff Gate.

ING Direct
Set up their call centre in the heart of Cardiff in 2005 to deal with its 700,000 online savings account customers. The Cardiff office is the companies second largest in the UK and houses a staff of over 300.
Liberata
The services Liberata provide include revenues and benefits administration, policy and claims administration, HR and payroll processing and contact centre services. Effectively they support out sourced administration for the public and pensions and investment sectors. Liberata have their main contact centre based at Cleppa Park, Newport.
Logica CMG
Logica is a global IT solutions company, dealing with business areas from consultancy, enterprise management, finance and accountancy, HR and payroll to outsourcing and security. Logica have contact centres and offices in both Bridgend and Cardiff.
Laura Ashley
One of the UK's leading high street retailers and with a global reach, Laura Ashley is an iconic name with Welsh roots. Its main UK customer service centre is based in Newtown, Powys.
Centrica/British Gas

The British Gas customer service centre has been based in Cardiff city centre for 20 years. It employs around 1,700 people, takes eight million customer calls each year and makes two million outbound calls. The centre answers customer service calls for British Gas Residential and British Gas Business customers, and has specialist teams, such as Home Movers and the Welsh Language team.

Lloyds TSB

One of the UK's big 4 banks has had a large presence with its contact centre near Newport for 15 years. Most recently Lloyds TSB's insurance arm has recruited 200 customer service agents at this Newport HQ, bringing the total number of call centre staff there to almost 900. Lloyds TSB also has centres in Cardiff and near Bridgend employing a total of 2000.

Zurich
Zurich Financial Services Group is a global insurance-based financial services provider. Its four main arms are insurance, investment, protection and pensions. Their service provision covers individuals and small businesses, through to major multinational companies. The Zurich Personal Insurances office is located in Cardiff.