Our state-of-the-art Manchester contact centre opened in February 2015. From here our sales, customer service and back office teams deal with over a million customer contacts per year.

Our team of more than 200 agents working across four distinct channels are supported by a bespoke quality assurance and training regime that ensures quick, accurate resolutions for our customers.

Here are some highlights of the contact centre’s service delivery:

  • 87% of our customers say they are “Extremely Satisfied” or “Very Satisfied” with the service they receive
  • 97% of our customers find their answer via our dynamic customer helpdesk online
  • Our score of 7.0 with Trustpilot, the leading customer review site in the UK, sees us listed as “Great” in terms of customer service – a true, independent reflection of the excellent customer service we provide at all touch points
  • We handle 500,000 sales calls, 400,000 customer service calls, 170,000 emails and 60,000 social media interactions each year
  • Ticket Easy, our in-house continuous improvement initiative, sees over 50 ideas put forward by our staff each month with the majority implemented to improve the experience of our customers