EE is to bring all of its call centre jobs back to the UK and Ireland in a bid to turn around its reputation for customer service.
Historically, the mobile network that’s now owned by BT has not been great at handling customer disputes. Things have been so bad that in July 2015, telecoms watchdog Ofcom slapped EE with a £1 million fine for bungling complaints.
Despite this, new CEO Marc Allera says that the company’s fortunes have already begun to turn round, a change he credits moving customer service jobs away from India, the Philippines and South Africa, a process which began back in 2014.
Allera said: “We’re bringing 100 per cent of our EE customer service calls back to the UK and Ireland. We’ve already seen a major boost in customer satisfaction by creating 1,400 new service jobs here since 2014.
“Now we’re creating 600 additional jobs to handle all EE customer service calls in the UK and Ireland by the end of this year, providing the best possible experience for our customers.”
More than 100 roles, created specifically to serve customers on Pay Monthly contracts, will be created in North Tyneside and Plymouth in England, Merthyr Tydfil in Wales and some currently unspecified locations in Ireland by the end of June. Locations for another 500 jobs, geared towards helping Pay as You Go and Home customers, will be announced throughout the second half of 2016.
In addition to this, EE’s also announcing plans to greatly increase 4G coverage throughout the UK, simultaneously plugging not spots up and down the country and improving coverage by making 4G Calling more widely available.
4G Calling – aka VoLTE (Voice over LTE) is already available in parts of Belfast, Birmingham, Bristol, Edinburgh, Glasgow, Leeds, London, Manchester and Newcastle and be available anywhere you can get 4G from EE by July.