The company says that each of the new recruits will undergo an intensive 12 week training programme to ensure they are well-equipped to successfully handle all manner of technical queries across Worcester’s full product range. The team will be based at the Technical Support centre at Worcester’s HQ and will work on a shift rotation to ensure there is always enough capacity to cover the demand.
Speaking of the team’s growth, Chris Arkless, Worcester’s technical support manager, said: “The decision to take on extra team members stems from our belief that it is imperative to offer the best service possible to all installers – particularly during the busiest period of the year. We now have over 40 technical advisors answering over 400,000 technical enquiries annually, with an average speed of answer of 6 seconds consequently and a larger workforce means we can ensure we are able to answer any query as quickly as possible, minimising any hold ups for the installer.
“This efficiency is something which is vital as we approach the winter months and issues with the heating system within the home tend to become apparent once the heating is turned on for the first time in several months.
“We are extremely proud of the level of service we deliver to our customers and believe with the support of the new recruits we will be able to continue to improve our service levels even further.”
Worcester’s Technical Support department is open 6 days a week, including bank holidays. Standard opening hours:
Monday to Friday 7.00am – 8.00pm
Saturday 8.30am – 4.00pm