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Opportunities in UK

Firstsource career opportunities in the UK

As one of the fastest growing companies in the outsourcing sector, Firstsource offers its staff real career opportunities and a chance for personal development and to learn new skills. We established our first centres in the UK in 2006 and have continued to grow to over 1,800 UK staff (out of a total worldwide of over 24,000), with plans for further growth. This is your chance to become part of a vibrant, successful company that recognises people with talent and gives them opportunities to develop as the company grows. We have a policy of promotion from within and many members of our staff are a testament to that principle.

We believe in encouraging our employees to develop their careers within the company and offer comprehensive training programmes to ensure that our people have the skills, knowledge and confidence to fulfil their potential and take on new challenges. Our training programmes not only equip staff to carry out their current roles, but also enable employees to acquire new skills and knowledge across functional and managerial roles. From initial preparatory training, through continuous learning and development, Firstsource ensures that employees are equipped and confident to extend their career. We are constantly looking for promising individuals to enable them to develop their skills and follow a well-defined career path

Firstsource has announced plans to open its fourth UK centre in Middlesbrough. Our recruitment programme will start in the next few months. For more information and to register your interest in working for Firstsource in Middlesbrough, please send your CV to careers.middlesbrough@firstsource.com

As a Firstsource employee, you can be confident of continuous learning and opportunities to progress throughout your career with us.

Applicants must be legal residents of the UK

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What do our employees think of us in UK?

	James started with Firstsource in Belfast in the first week of the centre opening as a customer services advisor, working on the phone to respond to customer inquiries.
Having learnt the skills required to deliver excellent customer services, and after winning the award of Bright Spark in the first annual excellence awards, James saw that the position of Facilities Executive became available. He applied for the job and was successful. James is now responsible for the smooth running of the administration of the Belfast centre – from making sure that there is sufficient stationery in the office, to ensuring that couriers are booked and new advisors receive all the materials they need to do their job on day one. “I particularly enjoy participating in the inductions for new advisors, helping them to learn the ropes. Having worked as an advisor, I remember the challenges of taking that first customer call. So I think that I am able to help and reassure newcomers and enable them to get up to speed as soon as possible”

	Nicola joined Firstsource in Londonderry as a Team Leader in October 2006, having gained customer service experience in the retail sector.
She had experience of managing teams and saw the opportunity to move into a new area of outsourcing in the telecoms sector. At her interview, she was told about Firstsource’s approach to training and in particular, the opportunities to gain training in Six Sigma methodologies. After a few months of finding her feet in Firstsource, Nicola embarked on a project to improve service quality over six months for the client and she became the first UK employee to achieve a Six Sigma Green Belt qualification. Since then, Nicolas has moved on within Firstsource to become an Assistant Operations Manager, “I have really been able to develop my career with Firstsource and my latest promotion is a major step up the career ladder. I can really see a bright future.”

	Craig has worked in contact centres since mid 2003 starting with a local Belfast company as a claims handler.
He then moved to other organisations within the customer services sector and in January 2007, saw the opportunity to move to Firstsource as a team leader. Craig is now part of the learning and development team, having been appointed Development Centre Team Leader, and is responsible for managing a team of development coaches as well up to 10 teams of new agents in their progression from the classroom to the ‘grad bay’. Craig’s dedication and hard work were recognised in the most recent annual excellence awards when he not only won the Best Team Leader category, but also the ‘Extra Mile’ award – for the person who always goes the extra mile for his team and the company. “One of the real differences about working for Firstsource is the atmosphere and how everyone works together to achieve the one goal. It’s like a family because we sometimes have our disagreements but we always end up resolving the issues quickly and getting back to what needs to be done.”

	Sean has become one of Firstsource’s rising stars.
He joined the company in Derry in October 2006 as one of the first group of Customer Support Advisors and was the first person to take a customer call when the centre went live – a cause for celebration that won him a bottle of champagne! He was rapidly promoted to Team Leader and then became an Operations Manager. Sean is now one of the more senior managers, a stalwart of the management team. He is the manager who drives the new project teams, so that when a client wants to launch a new product or service, Sean is the man who manages the new teams and has several new client launches under his belt. “I really enjoy working with my teams, motivating them and pulling together, particularly when we are doing the new launches. There is a real sense of achievement once we’ve gone live and it’s very satisfying.”

UK HR Accolades

Firstsource has achieved the Investors in People bronze standard, which recognises Firstsource’s strategies for people management. IIP sets the standard for best practice in recruitment, training, management effectiveness, learning and development and performance management. It is the standard for continual improvement and is a measure of Firstsource’s commitment to its staff and their long term career development. We aim to continue to develop our people management strategies in line with IIP principles and to achieve further accreditation from IIP.