EE, the UK’s biggest mobile operator and part of the BT Group, has announced a major boost to customer service with the on-shoring of 600 customer service roles. The onshoring of customer service roles will create 600 new jobs in the UK and Ireland and the operator aims to bring back 100% of its customer service calls back to the region.
The boost is part of CEO Marc Allera’s new plans to drive improvements to the EE customer experience with more UK customer service roles, while growing 4G coverage with the aspiration of taking 4G to the very edges of the UK.
More than 100 roles will be created in Merthyr, North Tyneside, Plymouth and Ireland by the end of June 2016, when all EE Pay Monthly customer calls will be handled onshore. The locations of the remaining 500 jobs, providing service for EE Pay as You Go and Home customers, will be announced throughout the second half of 2016.
EE said that it has already boosted customer satisfaction and cut complaints by 50% through an onshoring programme that’s seen more than 1,400 jobs created in the UK and Ireland since 2014.
Marc Allera, CEO, EE
For the average smartphone user, not-spots aren’t tolerated and 2G doesn’t deliver what they need. Customers want 4G speeds everywhere they go, and mobile operators are too used to saying ‘no’ to new coverage.
