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Voice Services

About us

From our technology to our training, we’ve built the most reliable and resilient high volume, inbound call handling service in the UK. Our team of extraordinary people are the calm and confident voice behind every 999 call.

6

geographically spread centres across the UK

We’ve been trusted to handle 999 calls for 80 years. That experience means we’re capable of remaining calm, confident and provide a reliable service in the most high-pressure situations. Put simply, no-one does call handling better than we do.

700+

strong, agile and 

professional workforce

All of our call handlers are UK based. By spreading our teams across six different centres in the UK, we’re able to provide a reliable service no matter what. They’re all powered by BT’s trusted technology too.


80 years’

Call handling experience

The calls we receive come out of the most extraordinary circumstances, so we've built a team to match. Our people have been specially selected and trained, and we think they are the most knowledgeable and skilled call handlers in the industry

Industry leading expertise…

With both central and centre-based planning teams, we can anticipate demand and respond quickly to events that might mean we receive more calls. The result? There will be always be someone there to answer the phone. Our blended solution - where the same operator is multi-skilled to answer different call types - means you’ll never pay for more resource than you need, either.

…backed by innovative technology

Our services are supported by BT’s trusted technology. Not only does that mean we’re reliable, but we’re always innovating. We pioneered the Next Generation Text (NGT) service for inclusive communication with textphone users. Our latest partnership with Google has seen us develop new technology to pinpoint the location of 999 callers 4,000 times more accurately.

…and rigorous training

Our extraordinary team undergo some of the most rigorous training in the industry. What’s more, with the average team member working here for ten years, we have some of the UK’s most experienced call handlers among our staff. That means we’re more than capable of taking on all manner of high volume, inbound calls - from out of hours support, through to full outsourcing.

Meet the team

Geoff Hickman

General Manager
Biography

Geoff has over 15 years’ experience leading contact centre operations in BT, both in the UK and overseas. Within the BT Consumer, BT Business and BT Wholesale and Ventures divisions. As a member of the BT executive coaching faculty, Geoff is passionate about leading a team that’s focused on continuous improvement and personal development.

Away from work, Geoff is interested about wildlife conservation and is slightly obsessive about cycling, he is therefore happiest when either in a mature woodland or on a bicycle – preferably both.

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Geoff Hickman

Lorna Stephenson

Head of Voice Services
Biography

Lorna is a graduate of the University of Hull, where she received an honours degree in Business Management. Lorna began her career in telecommunications with RNID (now Action on Hearing Loss) as an Outreach Officer for Text Relay, specialising in providing technical assistance to DeafBlind customers. She has predominately worked within the customer service arena and has championed the communication needs of deaf and hard of hearing people throughout this time. Lorna now heads up the Product and Commercial team for Voice Services within BT Wholesale and Ventures.

Married with twins, Lorna enjoys spending time with her family, particularly walking and cycling, although this often means having to prize her children away from technology in order to enjoy the great outdoors.

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Lorna Stephenson

Angela Reid-Smith

Centre Manager, Liverpool
Biography

Angela has over 20 years experience in leading people in a number of industries including Retail, wines & spirits, brewing, food manufacture and latterly telecommunications.

Angela considers herself privileged to have worked with some very creative and gifted people along the way and is passionate about the vital services that her Voice Services team currently provide for our customers.

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Angela Reid-Smith

Brian Henderson

Centre Manager, Dundee and Glasgow
Biography

Brian has worked in BT for over 29 years in a wide variety of roles including leading contact centres in both the Sales and Service environment, Business Improvement and Operational Change Implementation in the UK and in Southern Ireland.

Outside of work, Brian likes to spend his time with family and friends however he is also known to be a bit of an E-Bayer, re-living his childhood by buying and selling electronic games from a bygone era.

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Brian Henderson

Tim Harding

Centre Manager, Nottingham
Biography

Tim has several years experience of successfully leading a number of different teams in BT – both in the Consumer and Wholesale sectors.

Tim is married with 2 children. In his spare time Tim loves the outdoors, walking, watching birds and his garden.

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Tim Harding

Cheryl Stewart

Centre Manager, Portadown
Biography

Cheryl has worked in BT for over 30 years ‘and she has worked predominately within the Customer Service arena, she has built a very successful career across billing, service and HR. She has gained valuable experience working in contact centres within the Consumer and Wholesale sectors, she is committed to leading her people to help them develop and grow.

Outside of work Cheryl enjoys spending time with her family, she is married to Noel and they have two girls, Rebecca and Emma. When she gets spare time, she enjoys jogging usually covering 20 miles per week.

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Tim Harding

Karen Wyn Williams

Centre Manager, Bangor
Biography

Karen has built a successful career leading call centres in BT, across a number of environments including sales, service and billing. Karen firmly believes that if her people are happy in work and feel connected to their leaders and their customers, they definitely deliver better.

When Karen is not working, she loves spending time with her family. She considers herself very lucky to live in such a beautiful place, Anglesey in North Wales, and says that makes the time spent with her family even more enjoyable as she is surrounded by mountains and the most spectacular beaches.

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Karen Wyn Williams

Andy Dexter

Senior Business Support Manager, Glasgow
Biography

Andy has been with BT for almost 15 years performing a number of Business Improvement and Transformation roles in various units with the Group. Andy now has the responsibility for Business Support across the Voice Services team.

When he's not at work Andy loves spending time with his wife Jennifer and two children Chloe and Jack. When Andy gets any time to himself he likes to spend it watching Manchester United.

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Andy Dexter

Enquiries

To find our more about how we can help you, send your enquiry below.
We’ll be in touch to discuss how extraordinary call handling can benefit your business.