At Legacy in the Community (LiTC), we regularly support individuals facing barriers to employment and promote the importance of inclusive recruitment in Wales for people with disabilities, long-term health conditions, and low confidence.

One of the most valuable ways we can support participants is by helping them better understand workplace environments, recruitment processes, and the types of support available from employers.

Recently, Gareth Marshall, Managing Director of Legacy in the Community, and I had the opportunity to visit the EE contact centre in Merthyr Tydfil. During the visit, we met with Connor Price from the Talent Acquisition team to gain further insight into the organisation, the working environment, and the support available for both applicants and employees.

From the moment we arrived, we were made to feel welcome and encouraged to ask questions about the workplace environment and recruitment process. What stood out immediately was the scale of the contact centre and the calm, professional atmosphere throughout the building. The environment felt modern, well organised, and clearly mindful of employee wellbeing.

For many people we support, particularly those living with disabilities or long-term health conditions, large workplace environments can sometimes feel intimidating. However, the visit challenged many of the assumptions people may have about contact centre roles and workplace accessibility.

Inclusive Recruitment and Workplace Accessibility

During the visit, we were particularly interested in learning more about the practical support available for employees with disabilities and long-term health conditions.

Connor explained that workplace adjustments are considered on an individual basis and that a range of support measures are already in place within the contact centre environment.

Examples discussed included:

  • specialist seating and supportive chairs,
  • noise-cancelling headphones,
  • quieter working areas,
  • accessible facilities including multiple disabled toilets on each floor,
  • automatic door access,
  • and wellbeing-focused workplace adjustments designed to support staff comfort and productivity.

The building itself had also been adapted in several ways to support staff wellbeing. For example, the windows had been tinted to reduce direct sunlight within the working environment, helping create a more comfortable space for employees throughout the day.

We were also pleased to hear about the wider wellbeing support available to staff, including healthcare benefits that provide direct access to GP and wellbeing support services.

Another positive aspect highlighted during the discussion was the availability of a prayer room and a dedicated parent room for breastfeeding mothers wishing to express milk, demonstrating consideration for both cultural inclusion and family wellbeing.

Accessibility outside the building was also discussed. Disabled parking spaces are available at the front of the contact centre, although it was acknowledged during the visit that some of the space markings had become faded and could be clearer for visitors and staff.

What was particularly encouraging was the openness of the discussion around accessibility and the acknowledgement that workplaces should continue to evolve and improve wherever possible.

Supporting Confidence in the Recruitment Process

One of the most positive aspects of the visit was hearing about the experience day opportunities available for potential applicants.
These sessions allow individuals to visit the environment, gain an understanding of the role, ask questions, and explore whether the position may be suitable for them before progressing through the recruitment process.

For many individuals experiencing anxiety, low confidence, or uncertainty about returning to work, opportunities like this can make a significant difference.
Roles within the contact centre include customer service and sales positions, with a range of shift patterns available depending on the role and business needs.

One of the key messages we would share with participants following the visit is this:

Do not rule yourself out from opportunities because of a disability, health condition, or lack of confidence.

Many employers are becoming increasingly aware of the importance of inclusive recruitment and reasonable adjustments. In many cases, support can be discussed during the recruitment process to help applicants perform at their best.

This may include:

  • adjustments during interviews,
  • flexibility around wellbeing needs,
  • alternative ways to communicate,
  • or practical workplace support once employed.

We would also encourage applicants to remember that transferable skills matter. Communication skills, volunteering experience, caring responsibilities, customer service experience, reliability, and life experience can all bring value within workplace settings.

The Importance of Partnership Working

Our visit also reinforced the importance of partnership working between employers and community organisations.

Building relationships with employers helps organisations like Legacy in the Community better support individuals into sustainable employment opportunities whilst also helping participants feel more informed and confident when considering future career options.

Visits like this allow us to provide realistic and informed guidance to the people we support, particularly those who may have been out of work for some time or who are unsure whether workplaces will understand their needs.

We would like to thank Connor Price and the team at EE for taking the time to meet with us and for providing insight into the workplace environment and recruitment opportunities available within the organisation.

At Legacy in the Community, we remain committed to supporting individuals to overcome barriers to employment and wellbeing, build confidence, and access opportunities that are right for them.

Individuals interested in careers with EE can also explore current opportunities via the EE Careers website.