EE Boost UK Customer Service Quality with 300 New Jobs in Derby

Mobile and broadband provider EE (Everything Everywhere) has announced the creation of 300 new customer-facing jobs in Derby, which forms part of their on-going effort to put the troubled past behind them and potentially become “number one for customer service in the telecoms sector“.

It’s fair to say that EE and its siblings (Orange UK and T-Mobile) have earned themselves somewhat of a mixed reputation for customer support and service quality. For example, Ofcom are currently investigating the operators compliance with its complaints handling code (here) and recent statistics revealed them to be one of the most complained about Home Broadband providers (here).

But EE has been working hard to turn that situation around and recently opened a new customer centre in Derry (Londonderry), which came alongside a commitment to “drive up customer service levels” via the return of over 1,000 service roles to the UK from overseas call centres.

On top of that EE has also tripled the size of its apprenticeship scheme, which aims to have recruited more than 1,300 young people by the end of 2015 (so far EE has hired over 500 apprentices who have completed the programme).

Olaf Swantee, EE CEO, said:

“The opening of our new call centre in Derby is the second UK contact centre we have opened in just a few weeks. It underlines our investment in the UK as well as our determination to make EE number one for service in the UK telecoms sector.

The benefits for our customers are clear as the performance of UK call centres are shown to exceed that of those overseas. But, just as importantly, today’s announcement shows our significant investment in the UK is not restricted to our network and demonstrates a continued commitment to job creation for communities across the country.”

EE’s most recent results also revealed a growing uptake of both their 4G based “superfast” Mobile Broadband and fixed line Home Broadband packages (here), which when combined with declining complaint volumes could indicate that they might finally be turning a corner.