EE completes onshore CS plan for PAYM customers


500 new roles have been created by operator, with 550 more announced to tackle broadband complaints

EE has completed the first stage of plans to bring all of its customer service centres back to the UK, after on-shoring 100 per cent of its post-paid calls.

The operator, bought by BT for £12.5 billion in January, has created 500 new customer service roles in the UK this year, with another a further 550 planned by the end of 2016.

EE said all calls from its contract base are now dealt with in the UK, coinciding with Ofcom figures that show it has reduced complaints from 10 per 100,000 customers in Q1 2015 to just six, below the industry average, in the first three months of this year.

EE is still the worst provider for broadband complaints, however, with 34 complaints per 100,000 customers. The operator said the next stage of its onshoring plan, set out in detail in April, will see 130 new roles created in North Tyneside, 130 in Darlington (pictured), 140 in Plymouth and 150 in Merthyr Tydfil to handle all EE Home Broadband and pay-as-you-go customer services calls in the UK and Ireland.

New EE chief executive Marc Allera
New EE chief executive Marc Allera

EE CEO Marc Allera, who took the reins earlier this year, said: “Earlier this year, we set out ambitions to transform the experience and service we provide our customers, including returning all customer service roles to the UK and Ireland.

“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 over 550 additional service jobs here in the UK to fully onshore all customer service roles, and provide the best possible experience for our customers.”