Marks &
Spencer extends customer contact partnership with Capita by five
years
Marks & Spencer has extended its longstanding digital
customer contact partnership with Capita by a further five years.
The contract renewal and expansion commences April 2018 and is worth approximately £70m over
the contract term.
Capita will continue to provide quality customer service support
for marksandspencer.com across voice, online and webchat channels
from its existing award-winning teams, including those based in
Preston Brook in the UK.
As part of the new agreement, Capita will also extend its
customer services support to M&S’s international online
business in markets like the US, Australia and France.
Jo Moran, Head of Customer
Service, Marks & Spencer said: “Over the last 15 years Capita
has helped us put the customer at the heart of everything we do.
Consolidating customer support to Capita will provide greater
synergies between M&S’s UK and international online operations,
and offer customers a consistent customer experience wherever they
shop M&S.”
Jonathan Lewis, Chief Executive
Officer, Capita plc, said: “Marks & Spencer’s extension and
expansion of its partnership with us is testament to the strength
of our longstanding relationship and our consistent delivery of
high quality services rightly associated with this brand. Key to
the success of the partnership has been our ability to be fully
immersed in the organisation’s brand values ensuring that the
customer is always at the heart of service delivery, regardless of
the channel of contact.”
ENDS
Note to editors
The IFRS 15 transaction price of the contract is £67m.
For further information:
Capita plc
Tel: 020 7654 2220 and 020 654 2281
Andrew Ripper, Head of Investor
Relations
Fiona O’Nolan, Director, Corporate Communications
IRTeam@capita.co.uk
Media enquiries
Capita Press Office
Kirsty Sewter
Tel: 020 7654 2399
Kirsty.sewter@capita.co.uk
Capita is a leading UK provider of technology enabled customer
and business process services and integrated professional support
services. Operating at over 450 sites across the UK, Europe, India
and South Africa, Capita uses its
expertise, infrastructure and scale benefits to transform its
clients' services, driving down costs and adding value. Capita is
quoted on the London Stock Exchange (CPI.L). Further information on
Capita can be found at: http://www.capita.com.
LEI no. CMIGEWPLHL4M7ZV0IZ88.