Nic has worked in the contact centre industry for over 20 years. During his tenure, he has sold enterprise solutions to leading contact centre operations throughout Europe. Having co-founded ResQ, Nic has focused his attentions on establishing ResQ as an outsource provider of choice for some of the UK’s largest brands.

Nic has also been on a mission to transform the reputation of the industry by using advanced dialler technology allowing ResQ to boast 100% Ofcom compliance, which is unique in the industry. Nic is a born and bred Yorkshire man, with strong roots in the region, and since the business’ expansion in to Seaham, he has also become a well-known member of the Durham business community.

Nic cannot resist getting involved in charity and has taken up many challenges himself including a trek up Kilimanjaro, swimming the Humber and a cycle ride from John O Groats to Land’s End in 7.5 days! He is also a keen horse man and enjoys nothing more than a day in his garden.

A trained Lawyer, Giles who also has a strong technical background joined ResQ as CTO in 2016. Having worked in the sector previously, Giles is a self-confessed IT geek, who is only happy when he is pushing all boundaries.

Giles is a hands-on CTO with twenty years’ experience in senior decision-making technical roles mostly with leading outsourcing companies. He has been instrumental in developing and implementing the business’ technical strategy to allow ResQ to get ahead of the industry, in terms of compliance with new regulations, whilst at the same time improving performance. An expert in Business Intelligence, Giles has built all technology within the cloud, so the future is already the present at ResQ!

He was also responsible for ResQ’s ‘Why not Zero’ campaign in which he implemented ResQ’s Responsible Telemarketing™ brand, designed to minimise customer harm and exceed any regulatory standards.

Giles lives in Blackpool and makes the trip across the Pennines every week to Hull.

Gill has over 24 years’ experience in the outsourced contact centre marketplace, focused on establishing and managing the direct operations for large corporates across multiple locations. This includes client services, operations, quality assurance, systems, recruitment, training and HR.

Gill’s primary role, having co-founded ResQ, is as business driver focusing on the ongoing success of ResQ and its client programmes.

Born in Manchester, Gill moved and was brought up and educated in Melbourne, Australia, where she received a BSc in Psychology from the University of Melbourne. Her first job was working for Salesforce in Melbourne ‘on the phones’ which unbeknown to her at the time set the scene for a future career in the outsourcing industry.

A move to England in 1998 saw Gill take up the position of Operations Director at ICT Group in London until 2005, when she left and set up ResQ.

Gill is not happy unless she is working hard and that is both at work and home. Her team run a highly efficient operation of which Gill is very proud. A mum of two girls, Gill can often be found at the side of an athletics track, competitive swimming pool or at a school play as she supports them.

Chief Commercial Officer and Co-founder, Matt has worked in Business Development and Sales his entire career, taking up many senior posts with both national and international Business Process Outsourcing organisations.

During his 26 year career in the outsourcing industry, Matt has secured many contracts with leading global brands across various industries including Travel, Financial Services, Communications & Media as well as Energy and Utilities.

Matt’s primary role is the identification and delivery of new business to ResQ, which includes taking charge of the commercial interests of the sale to ensure that ResQ and its clients achieve best value from the partnership.

When not at work, Matt has a busy social life with two teenagers. He is also a member of a band.

Matt joined ResQ in 2007 after working in the hospitality trade. His first role at ResQ was on the phones selling business broadband, with a promotion to Team Leader just 3-months later. Matt established himself in contact centre sales early on, onboarding and growing multiple successful programmes, many of which continue to this day. Being with ResQ in its infancy allowed Matt to gain experience across all departments, with his expertise and passion sitting firmly in operations management.

Matt has a wealth of knowledge across multiple sectors, including telecoms, utilities, finance, retail, and digital. He’s worked extensively in both service and sales operations, inbound and outbound as well as in B2B and B2C functions.

His proudest career moments were being awarded ‘Manager of the Year’ in 2016 at the UKCCF Awards as well as recently celebrating 15 years at ResQ in 2022.

In his spare time, Matt is an avid Hull City supporter, average golf player and father of 2 amazing girls.

Steve joined ResQ in August 2017.

A graduate of Aston University in Business and Psychology, Steve has over 25 years’ experience as an HR professional, with experience in a number of industries.

Steve is responsible for Strategic and Operational HR including employee engagement, resourcing, learning and development, employee relations, welfare, payroll, reward and health and safety.

Steve brings a wide range of strategic capability to the role and is ensuring that ResQ’s people strategy is both joined-up and consistent across all sites.

He lives in York and is perfectly positioned between Seaham and Hull, so splits his time equally. Steve has two daughters and enjoys his regular Friday nights with the dads in the local.

Lee has over 22 years’ experience working in the contact centre industry, of which 17 years were directly related to outsourcing, management and growth of outsourced contact centre accounts.

Lee has experience in multiple industry verticals including energy, telecoms, banking and insurance; covering sales through service, retentions, customer services and debt management. Lee joined ResQ in 2016 to help establish ResQ’s new Seaham site, which opened to support organic growth and support new business acquired. He leads a team of Client Services experts, who manage new and existing account set-up and day-to-day client interaction. Lee and his team are responsible for providing and driving innovation, account growth and development.

In his spare time, Lee enjoys keeping active through scuba diving in the North Sea and spending time with his wife and daughter, enjoying the many beaches and activities the Northeast has to offer.

John joined ResQ in 2009, after spending several years working in the finance industry, specifically related to financial risk, fraud and financial compliance. During John’s time at ResQ, he has witnessed extensive growth and has helped ensure ongoing compliance and adherence across the business. Adding certifications, accreditations and permissions, such as PCI, ISO’s, Cyber Essentials+, FCA and ICO to name but a few.

John manages all company policies and procedures and has been instrumental in making changes that have assisted in adding additional revenue and reducing costs through areas such as FCR, CSAT, Complaints, Audits, Compliance and Quality Scores.

There are challenges that come with working for a business that operates in multiple industries, but it’s something that John is passionate about and the changing environment certainly keeps him motivated.

To relax, John’s time is spent enjoying days out with the family or playing golf, or at least attempting to!

John has worked in the contact centre industry for over 20 years and is a highly motivated and enthusiastic leader. With his experience, John carries a proven track record in many disciplines including change, process improvement and operational teams. Much of John’s experience lies in the residential energy market, having led one of the UK’s ‘Big Six’ energy suppliers, where he enhanced his skills via outsourcing as a client.

As Head of Finance, Paul is responsible for all aspects of accounting controls and is the Treasurer and acting Company Secretary.

Prior to joining ResQ, Paul enjoyed a successful career with Comet Group PLC, part of the Kingfisher Group, where he trained as an accountant qualifying as ACMA. He held many roles within the finance functions culminating in his appointment as Financial Controller. Following the closure of Comet, Paul joined ResQ in May 2013, bringing with him a wealth of knowledge, which he has used over the years to implement and develop the accounting processes and reporting required for such a dynamic company.

Paul is married to his lovely wife Barbara and has three children Emma, Richard and Alice and two grandchildren Rupert and Aurelia. Always active, Paul enjoys sport and outdoor activities including football, swimming, walking and scuba diving. An active member of South Cave Football Club where he was one of the original founders, he qualified as a football referee and enjoyed many a year keeping a handle on the games using his management skills from the office to ensure minimal issues on the pitch. Paul has recently retired as a referee, but is always available for the odd charity game if required.

Will joined ResQ early 2017 as a Head of Data & Analytics with a demonstrated history of working in both public and private sectors.

Skilled in SQL, Microsoft BI Toolkit, Requirements Analysis, Data Analysis, Business Process Improvement and Stakeholder Management, Will has a unique blend of skills that bridges both technical and non-technical domains.

At home, Will is a keen gardener, avid rugby union fan and all-round family man.

Stephen’s career in finance started in practice where he learnt the fundamentals of accounting and finance. He has been fortunate to work for companies that have allowed him to travel and expand his experience, including Kellogg’s, Diebold, BAE systems, Arvato and Centrica.

Stephen worked as a Finance Manager in various roles at Centrica (British Gas Home Division) for 10 years.

Joining ResQ in December 2019 as Commercial Finance Manager, Stephen implemented Sage 200 and continues to aid further improvements, as well as business forecasts and modelling, overseeing the annual budget process, and commercial bid pricing and modelling work.

Stephen believes work should be a fun and a collaborative environment. He advocates to ensure finance is understandable to non-finance colleagues.

In his spare time Stephen enjoys football, badminton, golf, walking the cinema and socialising with friends and family. He enjoys supporting his son in his sporting activities and spends a good part of the Spring and Summer at the side of cricket pitches all around Yorkshire.

Andy has over 20 years’ experience working in the recruitment industry, predominantly with RPO, managed services and large volume, multi-site accounts. Prior to Andy joining ResQ 8 years ago, he was on the operating board of one of the UK’s largest high street recruitment companies.

As the Head of Talent and Organisational Development, Andy is responsible for not only ensuring that current talent requirements are met, but is also tasked with strategic planning of future talent needs to support business growth.

At the weekends Andy likes to scare himself by riding his mountain bike, very fast, down large hills and mountains.

Neil began his contact centre career just prior to the mobile phone boom at the end of the nineties and has worked in various learning and development (L&D) roles for over 20 years. Gaining skills and experience in large, blue-chip companies (Orange, the early days of EE and Centrica), he joined ResQ in 2016. Today, he’s our Head of Learning & Development function and the charge of effective learning throughout ResQ.

Neil has led the transformation of learning at ResQ, applying clever approaches and methods to create a unique outsource model, translating developments in learning design and delivery into value for the business. Powered by a team of creatives with hard earned skills, ResQ L&D provides learning for our employees and an agile service to our clients. Neil spearheads an ever-expanding library of learning assets and aids, creating innovative, high-quality solutions to ensure ResQ have the L&D edge in the world of outsourcing.

Away from his job, Neil is a devoted husband and father to his two children. He steals any spare time to enjoy treasure hunting in fields across Durham, Teesside and North Yorkshire.

Ben joined ResQ in 2016 and has 10 years’ experience in the outsourcing industry. Starting his journey as an Advisor on the phones, Ben is now responsible for implementing new client programmes, aligning the client’s values and visions to ResQ’s bespoke services and delivery.

Ben is a hardworking and passionate individual who has a keen eye for detail. He ensures that new clients are onboarded utilising a robust process, enabling high standards of project delivery, whilst offering creative and innovative solutions amongst new and existing partners.

Tackling any challenge head on, Ben throws himself into the implementation process and ensures that every department is setup for success right from day one.

When not in the office, Ben is a massive sports fan and can often be found either on a football pitch or golf course.

Head of client services at ResQ, Macer has 18 years’ experience in the outsourcing industry, predominantly within the energy sector. Starting his career as an outbound sales agent, Macer has an excellent understanding of not only how a successful operation should run, but also the cohesion of client values within the partnership.

Macer is very passionate, outgoing and demands high standards within his team to ensure clients get the best service possible. He is constantly driving innovation and solutions with our partners, to ensure ResQ and our client’s lead the way.

Often the loudest in the room and always facing challenges head on with a smile on his face, Macer has built up a 5 star relationship with his client portfolio. As a result, ResQ is seen as the supplier of choice following recent satisfaction surveys.

Macer is a massive Sunderland fan and likes to DJ as a hobby. To relax, Macer enjoys cooking & warm weather destinations.

Daniel joined ResQ in October 2014 after studying Modern History at Leeds university.

Daniel started as an Account Executive, gaining experience working with all departments. Within 2 years, Daniel was promoted to Account Manager and started to build his own client services team. He was further promoted to site lead in 2018, playing a significant part in the implementation and launch of our Vodafone account, a programme he still works on today in his role as Director of Operations.

During his 10 years at ResQ, Daniel has supported, launched and worked with various clients, such as Dixons Carphone, Sky and Vodafone.

Daniel received the ResQ ‘Employee of the Year’ Award in 2015 and was awarded a ‘Top 30 Under 30’ in business in the Hull and Humber region in 2018.

Outside of work, Daniel is a big football, formula 1 and snooker fan. He is also a father to two amazing young boys, Elliot and Rupert.

John has worked at ResQ since 2008, covering many roles across the business including strategy planning, training and development, operational management and commercial delivery.

During this time, John has developed many campaigns into tenured and trusted partnerships with our clients. The mainstay of his experience is in the outbound energy sector, covering both B2B & B2C suppliers. John is a highly motivated and self-driven individual, who takes great pride in delivering the best results.

Outside of work John is a passionate sports fan and a keen gym enthusiast. He enjoys travelling and likes to visit new places yearly with a drive to see as much of the world as possible, especially if it involves formula 1.

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