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Customer Experience Centre

ISS protects jobs on former Carillion trains contract

Northern, part of Arriva Trains UK, has saved almost 250 jobs from collapsed Carillion by bringing its Customer Experience Centre in-house and through securing a new contract with global facilities management company, ISS.

Based in Sheffield, the customer excellence team supports both Northern’s and Grand Central’s passenger operations where colleagues transferred across from Carillion to become permanent employees of Northern or Grand Central.

Carillion was also responsible for delivering an extensive facilities programme at 476 stations. The programme is delivered by around 200 colleagues, who will transfer to become permanent ISS employees following consultation.

David Brown, Managing Director, Northern, said:  “Whilst the collapse of Carillion caused some short-term operational issues, I am pleased that we now have a strong outcome for Northern and those colleagues who have been supporting our operations.

The collapse of Carillion was naturally very worrying for those impacted and so we’re pleased to be able to secure these roles supporting Northern’s customer service and facilities management operations. I’d like to thank them for the amazing support and commitment they’ve given our customers during what must have been difficult personal time for them.”

James Reynolds, Managing Director Cleaning and Transport, ISS Facility Services Limited added: “We are very much looking forward to welcoming back to the ISS family, all of the hard working and dedicated employees who transferred to Carillion in 2016. We know that with their support and commitment, we will successfully mobilise the contract and deliver a new level of service excellence to Northern Railway.”

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