Meet ResQ

ResQ is a UK-based contact centre outsourcer. But that’s not who we are.

We’re personal – from first contact to operational go-live, we’re at your side. ResQ ensures your customers feel understood, recognised and supported in every contact.

ResQ is technologically ahead of the game. Our innovations have taken us to the forefront of UK business, and our solutions are relied on by some of the UK’s leading and significant brands.

We’re making a difference – not just to your customers but to you. We’ve become an industry leader because we’re brilliant at what we do, and we do it consistently.

ResQ recruits the best talent to our teams – We support our talented individuals with innovative software and training to give your customers a superlative experience.

We’re scalable and agile, which means we’re ready when you are.

Our Story

ResQ began in 2006. Our founders knew there was a better way of doing things. They wanted to provide a service where trust between outsourcer and client was guaranteed. But they had other aspirations too – to create contact centres where people wanted to work, grow and develop.

Hull, East Yorkshire is where ResQ was born. We launched with just 12 agents and one client: a Big Six energy firm – which is still a ResQ client today.

Much has changed, we now employ over a thousand people and have a second contact centre in Seaham, County Durham.

ResQ remain an owner operated business. Our clients enjoy the many benefits of the high levels of investment placed into our relationships and ultimately the great successes that we have collectively achieved.

OUR VALUES

Collaborative; Innovative; Honest; Competitive; Enjoy

Our values aren’t just a set of words that were created to tick a box. They are truly engrained into our business and our culture. They were developed by our stakeholders to encapsulate what it’s like to work with ResQ.

We work with like-minded clients and align ourselves with them to create sustainable partnerships.

You only have to step foot into the business, and you will get a sense of our values, culture and enthusiasm.

We won’t compromise on our values to win work. It’s not what we’re about.

Our values are straightforward, simple and lived every day.

THE LEADERSHIP

Our leadership team is a team in the true sense of the word. All are passionate about the business, its customers, its people, and its success and all share the same goal.

We know we work better as a team and this culture is engendered throughout the business.

As an owner operated business, we’re different from our competition. We have a vested interest in the success of the business and therefore the success of our clients’ businesses.

One word we use at ResQ is ‘intrepreneurial’ and this is a big part of our culture. We are hands-on and take responsibility for turning ideas into reality.

This is what makes us and our partnerships successful.

Executive Team

Nic Marshall

Chief Executive Officer

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, for the past twelve years, 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.

What I Love About ResQ:

"What I love about ResQ is that I get an overwhelming sense of pride when I watch people develop their skills, confidence and then flourish within our business. Great friendships are forged, life skills learnt and our people are our ambassadors inside and outside of the business."


Gill Marchbank

Chief Operations Officer

Gill has 24 years of experience in the outsourced contact centre market place, focused on establishing and managing the direct operation 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’s operations 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 or competitive swimming pool or at a school play as she supports them.

 

What I Love About ResQ:

"“What I love about ResQ is our culture. Everyone has a passion to succeed and deliver outstanding outcomes for our partners and their customers. Every person understands how their contribution makes a positive impact on the success of our business.”"


Matt Marshall

Sales Director

Sales Director, co-founder and owner.   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.

What I Love About ResQ:

"What I love about ResQ is our people! Their passion and determination to deliver the best of service to our clients, and their customers, never fails to astound me. They truly are remarkable people!"


Giles Cook

Chief Technology Officer

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 of the 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.

What I Love About ResQ:

"What I love about ResQ is the lack of constraints that are often present in corporate environments and act as a brake on innovation. In ResQ, the lack of barriers has allowed me to push the boundaries with technology that makes a real difference to the business. For a techie, that is as good as it gets."


Steve Thompson

HR Director

Steve joined ResQ in August 2017.

A graduate of Aston University in Business and Psychology, Steve has over 20 years’ experience as an HR professional most recently as the HRD for a large furniture manufacturer. Steve was responsible for Strategic and Operational HR including employee engagement, resourcing, learning and development, employee relations, 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 both 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.

What I Love About ResQ:

"What I love about ResQ is the atmosphere, the buzz about the place and the people that make it a great environment to work in."

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