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BT Wholesale: Customer Service Broadband and Newstart

15 January 2007

The Union received notification from BT Wholesale Customer Service of the intention to open up a Newstart scheme for the last quarter of the financial year.

It was difficult to believe when there are issues around Quality of Service in the public domain. There was concern that this is financially driven and if so it can only be seen as a direct financial challenge on headcount. The union believes this may have implications on the resourcing discussions with the objective of agency conversions, rebalancing the mix of agency and direct labour.

Brian Healy, Assistant Secretary, wrote to Mark Pym, Employee Relations Manager - BT Wholesale HR expressing apprehension and looking for assurances concerning the general commitment the Executive had secured over agency conversions and redressing the balance on resourcing towards permanent BT staff.

A response has been from Customer Service directly from Leigh Bennett, Director Broadband Customer Services. In his letter he states:

"Having reviewed service to our customer and operating metrics with the team, I believe that we are able to offer limited opportunities for BT people to leave under Newstart terms. The scheme that we are offering is limited to January and attracts the additional 10% early sign up payment."

The commitment to the working parties concerning redressing the balance of agency and permanent labour still stands.