More than 100 call centre jobs at risk in Brierley Hill as hotel group strikes deal abroad

A consultation process has begun with staff at the InterContinental Hotels Group (IHG) customer service centre off Dudley Road in Brierley Hill, following the company's change to a new call centre provider in Europe.

Union GMB is supporting affected members, and a ward councillor has spoken of their shock at the news.

An IHG spokesperson said: "We're constantly looking into ways to improve our services to guests.

"Recently this has involved taking a number of steps to improve our call centre services, including changing to a new provider in Europe with a higher number of native speakers.

"As part of a wider conversation around improving our operational efficiencies across our central reservation services we have entered into a consultation process with our UK customer reservation office operation."

The company declined to comment any further regarding the consultation process or the future of the Brierley Hill base.

Local union representatives have stepped in to offer advice over fears that the call centre will be relocated to Europe.

Amanda Gearing, senior organiser for the GMB Birmingham and West Midlands region, said: "We are currently supporting our members through the process, but there is not a lot of information at this stage.

"There is a rumour that they are closing down the call centre to move abroad, but that has not been confirmed."

"There are over 100 jobs there and we have quite a few members.

"It is not good for the West Midlands."

In response to the news, Brierley Hill ward Councillor Serena Craigie said: "It's absolutely shocking to hear about this, especially as Brierley Hill is supposed to be a large investment area for jobs.

"And for staff to find out at this time of year when they are still paying off their Christmas bills, it is devastating."

"All of us ward councillors are here to support staff where we can and we would expect the bosses to come forward to let us know what's happening."