EE to boost customer service team by 1,000 in two years

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The recruitment drive will begin in spring this year with 250 jobs in Northern Ireland

EE is to appoint 1,000 new customer service assistants over the next 24 months with the aim of improving the way complex queries are handled.

The move will see the operator cut overseas staff numbers by 50 per cent. EE currently has customer assistants placed in the Philippines and India.

Instead, 250 jobs will be created in Northern Ireland starting spring 2014, with a further 750 created over the next two years.

In addition, EE plans to triple the size of its apprenticeships programme from 460 trainees to 1,300 by the end of 2015. According to the company, 80 per cent of apprentices to date have been offered permanent roles.

EE CEO Olaf Swantee said: “Within 18 months, I want to be able to say that EE has done for customer service in the UK what it has done for networks. And a major step towards this is returning 1,000 customer service jobs to the UK, where performance has been shown to exceed that of overseas contact centres.

“Our plans to triple our apprenticeships programme will play a significant role in tackling youth un employment in many areas, and bring a large number of digitally skilled employees into the business.”

EE currently employs around 9,220 customer service assistants.

 

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