The contract sees Weight Watchers re-shore its UK customer service operations, which have been based oversees for a number of years. Spark Response will manage all customer care on behalf of Weight Watchers, across voice, email and social media channels.
As a result, up to 50 new customer service jobs will be created at Spark Response’s North East contact centre. The win is one of several new contracts for the business, which specialises in multi-channel customer service for the retail and eCommerce sector. The business has secured customer service contracts across a number of sectors in the past quarter, including pet care, personal health, stationery, automotive and toy markets.
The win also comes on the back of Spark Response winning the ‘Best eCommerce Customer Service Award’ at the prestigious eCommerce Awards for Excellence, for its partnership with the UK’s leading scooter brand; Micro Scooters.
Spark Response managing director Peter Slee comments, “We’re delighted to be appointed by Weight Watchers to manage its customer service operations going forward. There was an instant rapport when we met the team. They recognised the fact that our culture and commitment to employee engagement, alongside our retail customer service experience would be a real asset to the business and its customers. Bringing its operations back to the UK was a major strategic decision, and we are very much looking forward to working with Weight Watchers to help deliver exceptional service to both meetings and online members.”
Chris Stirk, General Manager Weight Watchers UK added, “As the world’s leading provider of weight management services, we have a duty of care to provide an unparalleled level of customer service to both our meetings and online members, now more than ever given the obesity crisis facing the UK. After reviewing our customer service offering, Spark Response proved the best fit. With strong experience in the retail sector, coupled with a down to earth, empathetic and understanding team, the new contract will not only offer our members a high level of personalised and knowledgeable customer care, it will also provide a boost to the UK job market.”