ResQ call centre to create 400 jobs in Hull and Seaham following contract wins

Hull call centre operator ResQ plans to create 400 jobs by the end of the year following contract wins in energy, telecoms and automotive sectors

Call centre operator ResQ has announced plans to create around 400 jobs by year-end following several new contract wins. The £38m turnover business has landed fresh work across the energy, telecoms and automotive sectors.

The 2,000-strong organisation now plans to expand its workforce at its Hull and Seaham, County Durham locations. The new positions are anticipated to encompass customer service administrators, team leaders and operational support roles.

ResQ states it will offer training and career development opportunities for new employees as the company continues its expansion. This recent growth follows the enlargement of the Seaham facility last year with over 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 assist clients’ customers in urgent scenarios such as loss of heating or vehicle breakdowns, where the firm states that reassurance, speed and accurate information are paramount. The new contract wins are expected to drive further investment in jobs, training and careers across the North East and Humber regions.

The company has made substantial investment in developing its own software in-house, and now combines human call handlers with the technology. The iQ system supports teams in “high-stakes” situations where understanding customer needs and urgency is essential, reports Hull Live.

ResQ says the technology enables its teams and clients to identify risks earlier and make better-informed decisions. The firm claims to be one of the largest call centre operations in the country, operating several major contact-centre hubs across the UK, serving prominent brands across sectors including telecoms, utilities, retail and financial services.