GSE11-24 Meeting eir CEO Ollie Loomes
05/December/2024
Description
You will be aware from GS circular GSE 08-24 that I wrote to eir CEO, Ollie Loomes, to express the Union’s surprise and concern arising from the business decision to offshore some elements of customer support to Portugal. It was a strategic U-turn for the business and a shock and disappointment for staff who had worked hard to rebuild the brand. I requested a meeting with the CEO to get a direct explanation for this business decision, to seek reassurances for staff directly impacted and to establish if there were any implications for employees in all other areas of the company.
I can now report that this meeting with the CEO and his senior management team took place last week and I have outlined the detail of our discussions to the eComms executive, which I have summarised below.
Customer Care Centres
Having explained the rationale and business need for the centres in Portugal, the company reiterated and confirmed its firm commitment to retaining the four Customer Support centres in Ireland. While the target baseline is 75 FTE, it is unlikely that the number of staff on site in Portugal will be 50 by the end of this year. The company categorically dismissed the recent claims and rumours that further outsourcing is planned by the company in other parts of the business. It reaffirmed the retention of Cork, Limerick, Sligo and Waterford sites and maintenance of the agreed pay and conditions, including the current pay agreement. Furthermore, the company will recruit and train new staff at Limerick and Waterford in January 2025.
Company Strategic Plan
Confirmation was received that currently there are no plans to outsource or offshore any other elements of the company. Senior management expressed satisfaction with the company performance and the most recent financial results. They acknowledged the hard work of staff and support of the union in achieving this. Investment by the shareholder has enabled eir to successfully introduce new technology which has enhanced its customer base and support services. To assist the union, it agreed to share its business plans and make a presentation to the eir Executive Council members in the new year.
Staff Resourcing
Successful implementation of technology changes inevitably impacts the work demands which requires careful management of staff resourcing. The company acknowledged the impact and uncertainty for staff and committed to working with CWU to find solutions. While recognising the age profile and supportive of the need to continue to recruit, the company stated it would not be employing any new Apprentices for the first half of the new year. However, it will review this with the union in June 2025.
The company confirmed there would not be a new Voluntary Severance Scheme and the focus will continue to be to operate revised staffing requirement within existing resources. The company reaffirmed it will continue to address redeployment on the basis of existing agreements with no compulsory redundancies or no forced redeployment, albeit this is becoming more challenging.
The Executive Council is satisfied to accept the reassurance provided by eir which will be closely monitored.