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Collectplus appoints Jaywing as provider of new Customer Support Centre

by on June 11, 2014 in Latest News, Lead story, Retail, Retail News, Uncategorized

The UK’s largest store-based parcel delivery and returns company enhances customer support function as part of 2014 expansion plans

CollectPlus, the UK’s largest store-based parcel delivery and returns service, has appointed a new Customer Support Centre provider, Jaywing, in order to offer its customers an even greater level of service.

The move comes as part of CollectPlus’ wider 2014 plans to further expand its store network, continue to grow volumes across its click and collect, send and returns services and to enhance its customer experience offering.

Founded in 2009,@CollectPlus has grown rapidly, with over 5,500 convenience stores, newsagents, supermarkets and petrol stations currently in the company’s network and over 260 retail brands offering CollectPlus as a convenient, tracked click and collect and returns option for their customers.

The transition of CollectPlus’s Customer Support Centre from the incumbent provider has been completed to ensure that customers get the best level of advice and support when they need it. Jaywing will be responsible for all incoming customer enquiries, ranging from general information requests from new and existing customers, to enquiries from CollectPlus’ retail partners.

Mark Lawrence, Operations and Service Director at CollectPlus said:“Our aim is always to ensure that we are giving our customers the very best level of service and support that we can. With a rapid level of growth forecast this year for our three services and an ambition to expand our store network still further, we needed a partner who could support us in these goals. I’m delighted to say that Jaywing will play a key role in helping us achieve these.”

Chris Hancock, Contact Managing Director at Jaywing, commented:“We’re really proud to have been appointed by CollectPlus after beating stiff competition from other outsourced providers. This is a great opportunity for the local community, creating 50 new jobs in a rapidly growing company.”

The five year contract with Jaywing has created 50 new jobs at the company’s Swindon-based centre and has seen the total headcount at the location grow to over 300, a number that has doubled in the last 18 months alone.

Initially all communication from Jaywing will be delivered via phone and email, however over time the Customer Support Centre will be extended to incorporate other contact channels.

The CollectPlus Customer Services team can be reached on 01923 601616 or 0845 270 9888.


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