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Alternative rural broadband ISP Quickline, which is building a gigabit speed full fibre (FTTP) and fixed wireless (FWA) broadband network across rural parts of Yorkshire and Lincolnshire (England), has today announced that they’ve moved their Customer Technical Support Team in-house. Previously, it was outsourced to a company based in South Africa.
The provider is currently being backed by a private investment of £500m from Northleaf Capital Partners and aims to cover 200,000 premises with FTTP by the end of 2025 (up from 65,000 premises in Nov 2023). But its technical support was, until recently, being provided through an outsourcing arrangement via a company in South Africa.
The good news is that the ISP has now formed a 15-strong team of first-line support agents, which will be based at their HQ in East Yorkshire. The move means customers now speak directly to local experts who understand rural life in Yorkshire and Lincolnshire and the importance of staying connected.
The new in-house team will sit alongside Quickline’s existing Customer Service and Sales teams, under a new structure led by Michelle Simpson (pictured). She has been appointed as Director of Sales and Service Operations, a brand-new role that brings all core customer-facing teams together. Michelle has been the provider’s Head of Sales for the past 3 years.
Quickline CEO, Sean Royce, said:
“This is a big moment for Quickline and for our customers. Having a locally based technical support team means when our customers need help, they’re talking to someone who understands their community, not just the technology. We’re proud to be employing more people here in Yorkshire, right in the heart of where we deliver our broadband services. It’s all part of our promise to offer a uniquely northern, truly local service that goes beyond just connectivity.”