The Nationwide Building Society is opening a TSYS-run contact call centre in Coventry on Monday to support its credit card customer services operation, creating up to 300 new jobs in the region.
Directors will be in attendance the following day for a ribbon-cutting photo opportunity at the site at the Binley Business park in Coventry.
The running of customer care services for Nationwide's credit card sector has been outsourced to TSYS, a company which operates payment services for financial institutions and retail companies. The premises can support up to 300 workers at capacity, but TSYS has initially recruited just over 150 employees to test out the facility.
While many financial services organisations have sent their call centres overseas, the Nationwide has bucked the trend, opening three new ones, and refurbishing two more, since 2002.
Over recent years the number of UK organisations sending their call centres overseas has increased. It is estimated that around 17,000 UK financial services call centre roles are now based abroad. However, according to research, over 90 per cent of customers believe it is important that their calls are handled by a call centre based in the UK.
Alex Bannister, head of banking and credit cards at Nationwide, said: "Whilst many of our competitors see their overseas call centres as successful and often more cost effective, some have brought their functions back to the UK as they believe customer service may improve.
"At Nationwide, our relationship with our members is core to our business; we listen to our customers and pledge to provide the products and services they expect over the long-term. It is important to our members that we keep our call centres based in the UK - and we look forward to opening another UK-based contact centre."
Kelley Knutson, group executive of global services at TSYS, said: "We are delighted to be opening a new contact centre in Coventry with Nationwide. As with the Society, it is important to us that UK financial jobs remain within the UK."