EE announces plans for major broadband service overhaul

  • EE launches ‘Broadband Service First’ programme as latest step in commitment to be number one for service
  • New Broadband Operations Hub to open
  • Up to 500 new permanent broadband customer service roles to be created
  • Introduction of new integrated mobile and broadband customer service systems

EE, the UK’s most advanced digital communications company, has completed a review of all customer service operations and launched a comprehensive ‘Broadband Service First’ programme that will see a major overhaul of broadband customer service.

Broadband Service First has been prompted by a continued, and unacceptable, high volume of complaints in Broadband compared to industry standards. To deliver a significant service improvement for customers the programme will include:

  • The opening of a new Broadband Operations Hub
  • The creation of up to 500 new permanent customer service roles
  • Integrated systems and aligned processes across mobile and broadband to boost service levels for all customers
  • New digital and social media Service tools for Broadband customers
  • A dedicated broadband customer hotline

Francoise Clemes, Chief Customer Service Officer at EE said,

“We’ve laid the groundwork to greatly improve Service for our mobile customers and we’re already seeing the results. In the last year alone complaints about mobile received by Ofcom have dropped by 50%.

“There’s still more work to do but I’m proud of this record. Our Broadband Service however continues to fall short of what our customers expect and deserve – but I want to reassure them we’re addressing this as a priority. As well as opening a Broadband Operations Hub and bringing in a new team, crucially we are introducing integrated systems so that we can align processes between mobile and broadband.

“I’m not going to offer any excuses because broadband customer service has simply not been good enough. I promise all of our customers that Service is our top priority and, through Broadband Service First, we will fix this.”

Additionally we will contact our broadband customers to outline the steps we are taking to ensure improved levels of customer service. This will also include a reminder of how they can contact the teams directly.

The launch of Broadband Service First and the creation of up to 500 new Broadband roles follows EE’s recent programme that saw the opening of two new UK call centres and the return of over 1,000 roles to the UK from overseas call centres.