Virgin Trains brings customer call centre and new jobs to Newcastle

PRESS RELEASE: Virgin Trains has opened a new customer call centre in Newcastle, creating up to 85 new jobs in the city. The company’s Customer Solutions Centre is designed to improve customer service by bringing roles in-house and with employees working and travelling along its east coast route. The centre is based at Virgin Money’s Headquarters, in Gosforth, and will handle a range of customer inquiries, including bookings, special assistance, delay repay and customer feedback.

The opening was welcomed by business and civic leaders.

Newcastle City Council leader Nick Forbes said: “It is great to see Virgin further establishing itself in Newcastle, bringing more jobs and careers to our city.

“Not only does the North East have strong historical links to the railways and the East Coast Main Line, but, as these new jobs will demonstrate, the line continues to play an important role in our regional economy. Staff who know and use the line themselves will be an asset to both Virgin Trains and Newcastle and I welcome this news.”

Jonathan Walker, Head of Policy and Campaigns for the North of England Chamber of Commerce, said: “We’re delighted that Virgin Trains is making this commitment to the North East. This decision is a testament to the region’s reputation for friendliness and diligence, which makes us a natural home for high quality customer service operations.”

David Horne, Managing Director of Virgin Trains, said: “We’re really pleased to open our new Customer Solutions Centre in Newcastle and to bring around 85 jobs to the city.

“This is great news for Newcastle and the North East region. The customer is at the heart of everything we do, and so enhancing our customer service through a dedicated team, who work, live and travel on our east coast route, will ensure we provide a consistently high level of quality.

“These new skilled jobs are also very important to our business, as we prepare for a new era in rail travel on the east coast route with the introduction of 65 brand new Virgin Azuma trains in 2018.”