WDS – Why Work For Us?

The WDS Spotlight

Recognising members of the WDS family that shine through giving and helping hands

We at WDS love our community, both within our own WDS community, as well as the larger communities in which we are seated.  As such, we would like to recognize individuals within our organization that take the extra step and reach out to their communities through fundraisers, charity events, volunteering, and just reaching out to help those around them.

Thank you to the individuals featured on this page.  We are proud to have such outstanding members of the community here within the WDS family and thank you for all that you do both inside and outside of the office.


Jill Fairbrother - Account Marketing Manager

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Jill is going to Cycle Madagascar to raise money for Wave 105 Cash for Kids!  This challenging 450km cycle ride will be taking place from 15th - 24th May 2015.  Far away from the modern comforts of daily life, it is sure to be a tough but unforgettable experience, whilst raising money for Wave 105 Cash for Kids!

The Cash for Kids program provides assistance for children in hardship situations.  Those who are financially, socially, emotionally or physically disadvantaged  are all lifted up by the Cash for Kids program helping these children through promotion of healthy physical and mental lifecycles and pushing for a better general wellbeing of local kids around the region in which Wave 105 broadcasts.


Follow Jill's involvement and help to support these kids in need at Jill's Cycle Madagascar page.  Also learn more about a great program to help children in need at Cash for Kids.


Dan Kirk - Technical Support Agent in Redmond, WA

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Dan Kirk has been with WDS, a Xerox Company for over 9 years.  He has worked with Verizon Wireless, AT&T, and T-Mobile, and was one of ‘the original six’ technical support associates who helped design and build RadioShack Mobile Product Support.  Along with help from Management, that group took a 90-day trial contract (supporting 70 stores in Western Washington) to a nation-wide roll-out, with over 100 agents and more than 5,000 stores coast-to-coast.

In his spare time, Dan makes it a point to help others when he can.  One of his best friends growing up had Cystic Fibrosis, a terminal, genetic disease that affects the lungs and digestive system.  Because of that friendship, Dan has close ties with Children's Hospitals, and has donated almost 3.000 new toys for kids who are being treated there.  He has also donated new toys to Union Gospel Mission Charities, the SeaFair Pirates, Hopelink, women's shelters, and local police and fire departments.  

"It's the least I can do." Dan said recently.  "I've met a lot of kids who are facing difficult situations, but they are so upbeat, so resilient.  They deserve some good fortune and I'm glad I can help make life just a little easier for them.  And the best part?  They truly appreciate everything."  

He is looking forward to helping coordinate giving and community-based opportunities.


Kat Foy - HR Advisor in Poole, UK

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Kat will be going to Bangladesh this month working for VSO (Voluntary Service Overseas) as an ICS Entrepreneur. VSO is the world's leading development NGO, fighting poverty through volunteers.

As an ICS Entrepreneur she will be tackling poverty and unemployment in one of the world’s poorest communities by supporting entrepreneurs and small businesses in North West Bangladesh. The main goal of her project is to work with local communities to implement initiatives which are locally relevant, sustainable and cost effective, making significant and practical improvements to their lives. She will be working alongside 4 volunteers from the UK and local Bangladeshi volunteers, putting skills and creativity into practice supporting emerging businesses.

Bangladesh hit the headlines in April 2013, when the Rana Plaza factory collapsed, killing 1129 people and injuring thousands more. The Rana Plaza factory was producing clothing for some of the world’s leading fashion chains, with some workers receiving wages of less than 8p an hour! This is a common occurrence in Bangladesh and employees are often forced to work in unsafe working conditions, including been locked in to factories and forced to work 19+ hour days. Children are not discriminated against, they make up a large part of the workforce.

Feel free to join her at the journey at Just Giving and Volunteer ICS.

A great place to work

With offices based across Poole- UK, Johannesburg- South Africa, Wollongong- Australia, Singapore, Redmond- USA and New Zealand, we have exciting opportunities across the globe. 

Our people are our most valuable asset and that's why we invest in building a culture that rewards great peformance and inspires insightful and enlightened thinking.

No matter what your role, we actively encourage motivated, intelligent and capable people who have a passion to transform the customer care industry. 

If you are looking for an exciting opportunity to play a role in the transformation of customer care, WDS is the right place for you. 

Our benefits

If you join the team not only will you get the opportunity to work at the forefront of technology but you’ll be rewarded for it too.

United States

Performance related bonus
401K
Private healthcare
Life Insurance
Vision Plan
Dental Plan
Flexible spending account
Employee Assistance Plan
Voluntary health benefits
Holiday entitlement


United Kingdom

Performance related bonus
23 days holiday, birthdays off, plus bank holiday increasing with service
Childcare vouchers
BUPA Employee Assistance Programme
Pension
Life assurance


South Africa

Performance related bonus
Pension
Life Insurance
Private healthcare
Employment Insurance
21 days holiday increasing with service


Australia

Performance related bonus
Pension
20 days holiday increasing with service
Sick leave

New Zealand

Performance related bonus
Pension
20 days holiday increasing with service



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WDS in the Community - We Delight in Service

It may not be our official acronym, but we at WDS love to dig in and help our community.  Be it through fundraising, toy raising or getting out to the local events, our dedicated Spirit Committee helps keeps us involved in the community as a whole.  

Some past events include participation in the Seattle Susan B. Koman Breast Cancer Walk and the Making Strides Against Breast Cancer 5K in Bellevue, WA. The Redmond office has also hosted Team Challenge Drives for Toys for Tots, HopeLink & the Humane Society, as well as having raised money for the Kirkland Boys and Girls Club.

UCanDoIt

Paired with PCD Computer Recycling, the Poole, UK office of WDS has donated 322 PCs and laptops to be repurposed and distibuted out to those in need within the community.

Each Collection Guarantees Donations to a UK Based Charity (UcanDoIT) through our Corporate Social Responsibility Scheme

Community Action Team

“Cover the Wall Campaign for the Boys and Girls Club.” Certificates of Appreciation were placed on a prominent wall in exchange for a donation of a $1 or more. Supervisors and the head of security got involved, by raffling off opportunities to have their face painted, their head shaved, or to receive a pie to the face! In 2009, WDS raised $727 for the Kirkland Boys and Girls Club.

"Making Strides Against Breast Cancer 5K."  Our Redmond office of WDS participated in the 2008 Breast Cancer Walk for Susan B. Komen to raise money and awareness for breast cancer.  WDS placed 3rd twice: for highest money making team with $3,274 raised for the organization and with the 3rd largest team composed of 52 online registrations.  Additionally, WDS was awarded the coveted Super Bedazzled Strides-A-Rific Award!  In 2012, Wellness Drives Success (WDS2) team had 17 registries for the 5k.

Customer service transformation through care automation, analytics and knowledge management

The need to support customers as they buy, use and maintain their products and services has never been greater. However, with customer profitability under constant pressure, organizations must look to prioritize their customer service investments in ways that reduce cost without compromising customer satisfaction.

That’s why we help our clients to build more effective customer service strategies; empowering customer service channels with the knowledge and tools they need to protect profitability and preserve loyalty as they help customers to buy, use and maintain their products and services.

Technology, Services and Consulting

Our Technology, Services and Consulting practices work to a very simple belief. That the ability to deliver the right information, to the right customer and at the right time can be a powerful source of competitive advantage. Companies that are able to achieve this are the companies that understand the value of their knowledge assets and make the investments that are necessary to manage them effectively.

So, whether guiding a retail agent through a sale to avoid a costly return, enabling a Customer Service Representative to deliver a more effective support resolution or empowering a customer to manage and support their own products and services, our solutions work to continually optimize and automate the way support knowledge and insight is created, consumed and shared across the support channels that serve end customers.

Delivering real-time cost avoidance

Our technology and services not only improve the immediate effectiveness of a support interaction but our analytics ensure continuous improvement to the customer experience.

While automation and improved knowledge management can help our clients to dramatically improve the effectiveness of their customer service channels, by the time a problem occurs the damage has been done. At best, the customer’s profitability has been damaged as the issue is resolved, hardware exchanged or a repair processed. At worst, the customer will simply churn.

That’s why we help our clients to increase their responsiveness to customer service threats.

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Our analytics ensure customer service issues can be identified early and that remedial action can be taken “upstream” to minimize damage to profitability and reduce related support channels’ exposure to unnecessary costs.This goes far beyond transactional efficiency. We call it real-time cost efficiency and we achieve it by aligning our technology and services around a common platform.

Vital product, service and customer knowledge is collected, curated and federated to our deployed technology and services; and in turn they gain exponential benefit and deliver greater performance as they share knowledge between themselves, identify customer experience deficiencies and apply corrective action.

WDS Reviews

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WDS CEO David Ffoulkes-Jones
David Ffoulkes-Jones
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    Awesome place to work

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Developer in Poole, England (UK)
    Current Employee - Developer in Poole, England (UK)

    I have been working at WDS full-time (More than a year)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Interesting work
    Great people
    Amazing learning opportunities
    Enjoyable environment
    Good progression opportunity
    Small company feel despite takeover
    Location
    Work life balance

    Cons

    Bear in mind some 'cons' on other postings could be related to vastly different departments to any you are considering joining. We had call centers


WDS Interviews

Interview Experience

Interview Experience

44%
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22%

Getting an Interview

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75%
12%
6%

Interview Difficulty

1.6
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  1.  

    COSTUMER CARE Interview

    Anonymous Interview Candidate in Boise, ID
    Accepted Offer
    Neutral Experience
    Easy Interview

    Application

    I applied online. The process took 1 dayinterviewed at WDS (Boise, ID) in May 2014.

    Interview

    Came in to meet with a recruiter. The company has a high rate of turnover so they really want to make sure you want to stay. Was offered job on the spot. Was sent to do a drug test same day and a background check was done which took two weeks to complete.

    Interview Questions

    • Will talking to customers on the phone for hours be something you can do? Do you feel comfortable assisting angry customers?   Answer Question

WDS Awards & Accolades

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Additional Info

Website www.wds.co
Headquarters Poole, United Kingdom
Size 150 to 499 Employees
Operated By Xerox
Founded 1995
Type Subsidiary or Business Segment
Industry Information Technology

The need to support customers as they buy, use and maintain their products and services has never been greater. However, with customer profitability under constant pressure, organizations must look to prioritize their customer service investments in ways that reduce cost without compromising customer satisfaction.

That’s why we help our clients to build more effective... More

Mission: Customer service transformation through care automation, analytics and knowledge management

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