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Channel 4 and Gem Partnership To Provide Service To Channel 4 Viewers

Channel 4 has set up a viewer services support unit in Belfast, leading to the creation of 20 new high-value jobs in the city.
The three-year contract for the new support services has been placed with a Belfast-based independent contact centre employer, Gem, which has just appointed the new personnel after a recruitment campaign calling for people who are passionate about the Channel 4 brand and have the necessary skills to communicate this to the broadcaster’s customers.
The new team – which mainly comprises university graduates who are based in Belfast - will provide phone, email and postal customer services for viewers of Channel 4 and its new media businesses from 25th November. Such services will range from responding to enquiries from viewers from throughout the UK to handling payments for the Channel’s Video on Demand service, 4oD, which is due to launch on 6th December and will allow viewers to download their favourite programmes and films at any time.
The new team has been undertaking an extensive induction and training programme in all aspects of the broadcaster’s business, including legal affairs and programming. Channel 4, in partnership with the Northern Ireland Film & Television Commission, will be holding an informal evening for the staff to meet with local producers to help them better understand the television business.
Gem is the largest indigenous contact centre employer in Northern Ireland with more than 700 employees. It represents other multi-media and technology companies including MSN, Cisco, Microsoft, Expedia, IBM and iBuy. In addition to delivering multi-channel, multi-lingual contact services, Gem captures critical customer feedback to help its clients enhance their brand.
Stuart Cosgrove, Channel 4’s Director for Nations & Regions, said: “This is a significant new partnership between C4 and a regionally based company and we look forward to working with Gem and their new staff. “
Gem’s Chief Executive, Philip Cassidy, commented: “Channel 4 is recognised as being an innovator and leader in its field and we are delighted that they have chosen to establish a partnership with Gem. Channel 4’s decision highlights the increasing attractiveness of Northern Ireland as a destination for outsourced customer contact services.”

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