News : EE Brings 160 Call Centre Jobs to Plymouth
Plymouth, UK, July 21, 2016 -- Mobile phone provider EE is to create 160 call centre jobs in Plymouth as it brings back work from abroad in a bid to improve customer service.
The company, now owned by telecoms provider BT, has already taken on 20 new staff at its Plympton contact centre, part of a wave of 500 new roles created across the UK and Ireland.
A further 140 people will be recruited in Plymouth by the end of 2016, the company said.
They will be among an additional 550 jobs created nationally before the end of 2016.
Aside from Plymouth, 130 jobs will come to North Tyneside, 130 to Darlington, and 150 to Merthyr Tydfil.
The staff will handle all EE Home Broadband and pay-as-you-go customer services calls in the UK and Ireland.
Earlier this year, EE pledged to onshore all its customer service calls.
The firm has been using call centres in South Africa, India and the Philippines.
The onshoring of the jobs came after data from regulator Ofcom showed the firm was the third most complained about mobile phone company, with seven complaints per every 100,000 customers.
It was also the most moaned about broadband firm and second worse landline provider in the final three months of 2015.
But EE said it had cut customer complaints by 50 per cent, year-on-year, through bringing back 1,400 call centre jobs from abroad since 2014.
It said complaints to Ofcom had fallen further below the industry average, with fewer than six complaints per 100,000 customers.
The company wants to be "number one for customer service".
It said Ofcom's latest complaints data report showed EE mobile complaints continued to decline for three consecutive quarters.
"We've had fantastic feedback from our customers about the changes we've made so far and the number of complaints has plummeted – but we're not stopping there.
"There's still more we want to achieve and we're creating more than 550 additional service jobs here in the UK to fully onshore all customer service roles, and provide the best possible experience for our customers."
The plan to onshore 100 per cent of EE customer service was announced in April 2016, along with EE's new 4G coverage plan focussed on eradicating "not-spots", with the ambition to cover customers wherever they go by 2020.
The firm says this will boost coverage for rural UK.
Posted by Veronica Silva Cusi, news correspondent
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Everything Everywhere Limited, trading as EE, is a mobile network operator and internet service provider company headquartered in Hatfield, United Kingdom.
Published: Monday, July 25, 2016