Expanding Hull contact centre specialist ResQ could be an employer of 2,500 by the time summer ends.
Just weeks after announcing it has committed to doubling its footprint inside Hammonds of Hull, the high-growth company serving some of the biggest names in the consumer market has taken 7,000 sq ft at neighbouring Cherry Tree Court, as reported last week Initially on a six month deal, it could become a long-term letting if major contracts it is vying for are landed.
For now it will become the base for 160 members of staff, with the entire building having been overhauled by FI Real Estate Management in 2022. ResQ takes one fifth of the floorspace offered by the former HMRC base, as it strengthens its position as the chosen outsource partner for the likes of Vodafone and British Gas, while in the bidding for significant government work.
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Gill Marchbank, chief executive, said: “It is a very exciting time for us, there is so much happening in terms of business wins.
“We are seeing the green shoots of the energy market coming back, we built the business on that sector - one of our first customers was British Gas, and we’re now getting to the point where we will be able to service these customers with new fixed tariffs. We expect it to be in the third quarter, and we expect to be extremely busy and drive a lot of growth with existing clients around those on smart meters and ‘supplier of last resort’ status [for consumers where suppliers have gone under].
“Hammonds is our Vodafone flagship site, and that continues to grow with us, and we also have BT and EE in Durham. Our customer care handling has seen that grow as well.
“Through the Crown Commercial Services Framework we are currently shortlisted for three very big pieces of work too. We have won similar work before and it is really exciting.”
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Technology and training is seen as key, with the company able to keep such work on shore for their British client base.
“Our technology allows us to offer a really unique solution,” Ms Marchbank said. "If a client has 200 people in-house we can save them 25 per cent as we have a more streamlined operation, we’re more productive and we can train people faster. That is a very powerful message.”
Cherry Tree Court has the option to be permanent, but for now it is a six month lease with an option to extend. “We’re also creating 525 work stations on the second floor at Hammonds and that should be ready by October 1,” Ms Marchbank said, confirming “at which point we will be at 2,500 staff by then”.
Turnover, at £33 million in 2021, is likely to be up a further 33 per cent in 2023 for the Hull Live Business Awards winner.
“The business was 17-years-old last week, and to have this sort of year on the back of Covid and what has been going on in the energy market and the cost of living, is incredible,” she said. “We are continuing to invest, we have a fabulous leadership development programme, we are building careers for local people, and we’re winning on that. I really feel we have got it right as we are promoting from within. It is exciting for everyone.”
Importance of city office space stressed
The Cherry Tree Court complex operates under the company’s FigFlex serviced office brand, and is already home to Hull Trains.
Tim Knowles, managing director and founder of FI REM, said: “There is a shortage of Grade A office space in Hull, and we are experiencing extremely high demand at Cherry Tree Court as a result. We are proud to support local and regional businesses through the provision of high quality office facilities and I look forward to seeing ResQ continue to expand and thrive in their new space.”
As reported last month, to support the Hammonds move ResQ has secured a £750,000 Levelling Up Fund grant through Hull City Council to part-finance a £2 million overhaul of the former department store. ResQ is to split the remaining cost of the extensive renovation work with the local authority.
Paul White, director of Garness Jones, oversaw the deal and said the move emphasises the importance of reinvesting in office space within the city as fears for the sector’s strength post-Covid are scotched.
“The continued growth and success of ResQ – and its commitment as a business to basing so many employees in Hull city centre – demonstrates the benefits of providing modern, welcoming, high quality work environments,” he said.
“Over the past couple of years we have seen excellent office developments along this stretch of Ferensway, which of course is a hugely important area of the city as it acts as a gateway into Hull for visitors through the rail station.
“We have seen ResQ now take close to 1,400 spaces over two floors in the Hammonds of Hull building and now also at Cherry Tree Court.
“These developments, along with the excellent Worx Hull on the corner of Spring Bank, have set the standard for what can be achieved in terms of revamping old office buildings and creating modern, vibrant working spaces.
“There was suggestion that offices would be a thing in the past in the wake of the pandemic and the influx of home working, but what we are seeing at present is a surge in demand for quality office space.
“Businesses want staff to be in the office to ensure they can learn and develop, and because people thrive from being around others by sharing and developing ideas.
“Equally, staff now want to work for companies where their office space provides that something extra, not just a row of desks, but somewhere appealing and enjoyable to work.”
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