The Paragon Street business has secured a number of contract wins
ResQ CEO Gill Marchbank (centre) with staff.(Image: ResQ)
Call centre operator ResQ says it is set to create about 400 jobs by the end of the year following a series of new contract wins. The £38m turnover company has secured new work in the energy, telecoms and automotive sectors.
Now, the 2,000-strong firm intends to grow the workforce across its Hull and Seaham, County Durham sites. The new roles are expected to include customer service administrators, team leaders and operational support roles.
ResQ says it will provide training and progression opportunities for new recruits as the business continues to expand. This latest growth follows expansion of the Seaham site last year with more than 100 new starters.
Gill Marchbank, CEO at ResQ, said: “This latest round of growth speaks to the reputation we have built at ResQ for delivering expert customer service within organisations where teams are under intense pressure to respond quickly and effectively. It’s a real vote of confidence in our people and the quality of service we deliver for our partners. In many of the sectors we support, customers are contacting organisations at stressful or critical moments, so combining human empathy with real-time insight through iQ , our AI platform, allows our teams to respond in the right way and helps our clients make better decisions in real time.”
ResQ’s call handlers support clients’ customers in urgent situations such as loss of heating or vehicle breakdowns, where it says reassurance, speed and accurate information are critical. It says the new contract wins will drive further investment in jobs, training and careers across the North East and Humber regions.
READ MORE: Your Hull and East Yorkshire: News, pictures and events from the community
The firm has invested heavily in development of its own software in-house and now mixes human call handlers with the technology. The iQ systems supports teams in “high-stakes” situations where understanding of customer needs and urgency is crucial.
ResQ says the technology helps its teams and clients identify risks earlier and make more informed decisions. ResQ says it is one of the country’s largest call centre operations, with several large contact-centre hubs across the UK, working with major brands in sectors such as telecoms, utilities, retail and financial services.
Did you know you can make Hull Live a preferred source of Hull news in Google, which will mean you get more of our breaking news, exclusives, and must-read stories straight away? Here’s more information about what this means and how to do it – you can also do it straight away by clicking here.