Yorkshire and Glasgow based building contractor, Strategic Team Group, has officially opened its national maintenance call centre in Cumbernauld, North Lanarkshire, generating eight new jobs in the region.
 
The company, which specialises in building solutions for the public and private sectors, has invested over £30,000 in the new maintenance call centre, including internal restructuring, the implementation of new technology and staff training.  The call centre, which was moved from Castleford in Yorkshire to the company’s offices in Cumbernauld, is being run by newly appointed national maintenance manager, 37 year old Eileen Donnelly of Blantyre. 
 
Strategic Team Group’s clients, who range from the social affordable housing sector to commercial, retail, industrial and leisure markets, will now benefit from the new reactive and planned maintenance service.  The team of eight new staff, all with backgrounds in property maintenance, will log all calls and allocate to an operative with the appropriate skills and accreditations specific to required task and field.  The new centre is equipped to handle some 16,000 calls per year and will not only handle voice-based customer service queries, but also email enquiries.
 
National maintenance manager, Eileen Donnelly, has over 20 years of customer service experience within facilities management across a variety of sectors.  Previously employed by City Refrigeration Holdings, a facilities management company with over 4,500 clients, Eileen is a commercially-focused customer service professional with a proven track record of leading successful, productive and efficient call centre teams.
 
Commenting on her appointment, Eileen Donnelly, Strategic Team Group national maintenance manager said:
“I am delighted to be joining such a dynamic and exciting business that delivers a first class experience to its customers.
 
“The new call centre has enabled Strategic Team Group to meet the strong demand for its maintenance services by adding new capacity to its operation in a timely and risk averse manner.  We aim to be the benchmark for others in the industry through the use of technology and a determination to achieve service excellence.”
 
Charles Tweed, Strategic Team Group business development director added:
“Eileen is keen to champion high standards of service maintenance and staff development within the company.  I look forward to working with her as we strive to improve the quality, performance and value we deliver to clients.
 
“We’re investing in our future growth and we want our new call centre to help us achieve continued success.  The technical fit-out of our building is very impressive and we’re incredibly encouraged by the fantastic response we’ve already had.”
 
The opening of the new maintenance call centre follows Strategic Team Group’s recent announcement of a record set of financial results.  The group saw a 20 per cent increase on sales to £34.5 million and an EBITDA of £2.5m (6.7%) for the year ended 31st March 2009.