Pilot scheme to recruit autistic employees hailed ‘huge success’

Four autistic employees, were recruited by Tyne Tunnels to join the customer services team, have produced results that are significantly above average.

The company launched the pilot scheme last October, initially recruiting two autistic ‘customer experience agents’ to review pictures from automatic number plate recognition cameras and match them to the payment system.

The business then decided to develop the ‘Diversity Employment Scheme’ and contacted the North East Autism Society, whose headquarters are based on the Drum Industrial Estate, for advice through the charity’s Employment Futures department.

The Society offers training and consultancy to businesses and organisations, both to support diversity and inclusivity internally and to embed inclusive practices for customers and service users.

As a result, two more neurodivergent employees became part of an expansion of the customer service team, and such has been the success that Tyne Tunnels plans to continue with the scheme.

Tyne Tunnels has gone through a major expansion of its contact centre at Wallsend, due to a transition to ‘open road tolling’. Traditional toll booths have been replaced with motorists being able to pay remotely in a variety of ways: by phone, online, through pre-paid accounts, or by cash at pay-points.

Around 80 new staff have been recruited, with the four neurodivergent employees playing an important part in the successful transition.

Employment Futures sourced the candidates for Tyne Tunnels, sent in CVs, carried out a sensory review of the workplace, and ensured all employees had autism awareness training.

Tyne Tunnels make a quiet room available for all employees and, knowing that routine can be important to autistic colleagues, set desk space is allocated. They are also allowed flexibility in planning breaks and lunches.

Derek Groves, Employment Services Manager for NEAS, said: “Tyne Tunnels is a shining example of how a progressive company can not only improve its diversity but enhance its performance by working with us to find the right employment opportunities for neurodivergent people.”

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