Fusion Sunderland revitalises approach to apprentice recruitment

PRESS RELEASE: Ten apprentices will spearhead a revamped employment partnership between Fusion Sunderland and South Tyneside College

The programme, which has been running for three years, has been overhauled for 2014 to adapt to the changing demands of the contact centre industry. The shift focuses more on teamwork, personal drive and communication skills, rather than on experience.

The year-long apprenticeship programme at Fusion, part of the BGL Group, aims to promote excellence in customer service, while enabling the apprentices to have time to study for an NVQ in Contact Centre Operations.

Around 120 applicants, the majority from partner college South Tyneside College, were whittled down to 10 via a series of interviews and workshops during the summer months.

The successful group of Kier Callaghan, Dominique Scott, Matthew Lindsay, Chloe Leitch, Billy Sayers, Christopher McCulla, Lucy Whelan, Jack Ingram, Rachel Monks and Shaun Nelson have now all started their apprenticeship.

Matthew Lindsay said: “The way Fusion recruited was excellent. Sometimes a single interview doesn’t always give you the chance to show your full potential. We had two days to show our strengths at the boot camp style training. This was a much better way of demonstrating our skills.”

Kier Callaghan added: “It has been a whirlwind of excitement from boot camp to starting work. Training is a lot of fun and I feel like I am learning so much.”

All apprentices have the opportunity to secure a permanent position with Fusion at the end of the 12 month programme.

Contact Centre Team Leader Natasha Kelsey said: “We have tailored a new approach to assessment right through from recruitment to graduation which we believe will see apprentices develop into exceptional contact centre advisers.”

Samantha Whitehead, who leads employee recruitment at Fusion, added: “At Fusion and BGL Group we have a strong desire to recruit, develop and maintain the very best employees. We hope that this revamped programme will be seen as a showcase recruitment platform for the business.”