Move part of operator’s plans to appoint 1,000 new customer service assistants over the next 24 months to improve the way complex queries are handled
EE is to open its new customer service centre in Derry, Northern Ireland in late May/early June, creating over 300 new jobs.
The move follows the operator’s announcement in February that it is to appoint 1,000 new customer service assistants over the next two years with the aim of improving the way complex queries are handled. EE currently employs 9,220 customer service staff.
It sees EE cut overseas staff numbers by half (EE currently has customer service assistants located in the Philippines and India) and instead these 300 jobs are being created, with a further 700 to come.
The opening is being supported with a £1.5 million spend by Invest Northern Ireland, which is responsible for the establishment and expansion of small businesses in the country.
It will be overseen by customer management specialists Convergys Corporation, which serves customers in 47 languages from more than 150 global locations. Convergys said it offers on-site employees “competitive” pay and benefits, including health insurance coverage and savings options.
In February, EE CEO Olaf Swantee (pictured) 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.”