2026 is already shaping up to be a landmark year for ResQ.
Just a few months ago, we shared news of strong growth at our Seaham site, including the creation of 50 new jobs and an ambition to grow to 200 new roles this year. We are proud to report that our growth has already significantly exceeded expectations. We have already welcomed over 100 new colleagues since that announcement, and our revised outlook now forecasts a total of at least 400 new roles across the organisation by the end of 2026.
This is one of the fastest periods of expansion in our history, powered by major new partnerships, increased demand from existing clients, and our growing reputation as the UK’s people‑first, AI‑powered contact centre of choice.
Growing Across Multiple Critical Sectors
ResQ’s growth in 2026 is being fuelled by momentum across several key industries, each of them essential to the country’s day‑to‑day life and infrastructure.
Energy Sector Expansion
We have been appointed by a major UK energy provider, widening our long-established presence in a sector where trust, vulnerability support, and technical reassurance matter enormously. This work builds on the deep experience of our teams in the energy sector and the insight capabilities of our iQ platform, enabling us to deliver exceptional support during a period of rapid change for consumers.
Telecommunications Growth
ResQ has expertise in the mobile and broadband market across multiple clients. As customer expectations continue to rise, these organisations have chosen ResQ for our blend of people-first service, industry-leading insight tools, and consistent operational excellence. This growth is already generating new jobs across both our UK sites.
Emergency Response & Critical Infrastructure
Alongside these developments, we continue to grow in the emergency response and national infrastructure sectors – areas where every second counts…
Where Every Second Counts: Strengthening Our Emergency Response Capability
In 2026, we have secured two major new partnerships with nationally recognised organisations that operate around the clock to keep the country moving. Their work is high stakes. Their customers often contact them in moments of stress, disruption, or uncertainty. In these environments, precision, empathy and calm, confident guidance is essential.
This is not new territory for ResQ, we already support a leading national repair and support provider in the fast‑moving automotive sector. Our teams are trained to operate in situations where customers may be stranded, anxious, or under pressure, when reassurance can make all the difference.
These emergency and critical response environments demand:
- Calm, focused communication
- Rapid triage and accurate information capture
- Seamless escalation pathways
- Robust operational resilience
- Real-time insight to support tactical and strategic decisions
Our blended service and sales approach mean customers always receive clear, accurate information, while advisors are equipped to explain options or cover where appropriate, without scripts, pressure, or compromise on care.
Human Performance, Powered by Intelligent Insight
Across all sectors, the difference between good service and outstanding service is often found in the details.
This is where iQ, our AI-powered platform, transforms the way we operate. It allows us to:
- Analyse conversations in real time
- Surface emerging customer needs, themes and objections
- Identify opportunities for improvement
- Enhance customer visibility from headset to boardroom
- Empower advisors through instant feedback and personalised coaching
- Drive higher quality, better commercial outcomes, and a superior customer experience
iQ enhances human capability, it never replaces it. Its purpose is to give our teams the information, insight and confidence they need to deliver their best work and our clients the real-time customer and market insights that give them the edge over their competitors.
A Word from Our CEO
Gill Marchbank, Chief Executive Officer at ResQ, said:
“The growth we are seeing in 2026 reflects two things: the strength of our people and the trust our clients place in us.
Whether we are supporting someone through a complex query, helping a vulnerable customer in need, or responding in moments where time is critical, our teams bring empathy, clarity and professionalism to every interaction.
When you combine that human capability with the real-time insight provided by our iQ technology, it transforms decision‑making, both for our clients and for our people.
To be chosen by organisations operating in some of the most important sectors in the UK is a real vote of confidence. We’re incredibly proud of our teams and excited for what lies ahead.”
ResQ Growth Story in the News…
Our growth story has also gained strong attention in the media across the region and the wider contact centre industry. Over the past week, coverage has appeared in several major publications, including Business Live, the Sunderland Echo, the Newcastle Chronicle, the Hull Daily Mail, and Bdaily, alongside specialist industry reporting from Contact-Centres.com. Together, these outlets have highlighted the scale of our expansion, the hundreds of new jobs being created, and the positive impact this growth is set to have on our teams, our sites, and the communities we serve.
Looking Ahead
As we continue to grow across the energy, telecommunications, emergency response and critical infrastructure sectors, our focus remains the same:
- Deliver exceptional service
- Empower and develop our people
- Enable meaningful, responsible sales conversations
- Provide intelligent insight that drives better outcomes
- Support organisations that keep the country moving
With more than 100 new colleagues already welcomed this year and more than 400 new roles expected in total, 2026 is a year of significant opportunity for both ResQ and the communities we serve.
Looking forward to seeing what the rest of 2026 brings!
