As organisations across the world celebrate Customer Service Week (5 - 9 October), Wales & West Utilities is shining the spotlight on one of its colleagues, Julie Williams, who has been recognised for going the extra mile for customers.
Julie, from Caerphilly, who has worked for the gas emergency and pipeline service as a Customer Service Advisor for over three years, was recognised at the recent Cnect Wales Awards 2026, which celebrates excellence across Wales’ customer experience industry.
Julie scooped the joint silver award in the ‘Advisor of the Year In-House’ category. Her recognition comes as this year’s Customer Service Week theme, ‘The Extra Mile’, highlights the importance of going above and beyond for customers and recognising the people who make great customer experiences possible.
The ceremony, held at Cardiff City Stadium, brought together around 500 customer experienced professionals from across Wales to celebrate the individuals, teams and organisations making a difference through customer service, digital innovation and people development.
Julie said:
“Winning the award means a lot to me. It has solidified that giving 110 per cent, and always going above and beyond for customers, really is worthwhile.
“Giving great customer service is really important to me. If I can make a small difference to a customer’s day and leave a lasting impression, I’m happy!
“My moto is always show empathy, understanding and kindness.
“Hopefully my passion, enthusiasm, energy and positivity continue to contribute to the customer focused culture of my team and wider organisation.”
Wales & West Utilities Customer Experience Manager, Claire Edwards, added:
“Customer Service Week is a great opportunity to celebrate the people who make a real difference to our customers every day and Julie is a fantastic example of what it means to go the extra mile.
“Her dedication to supporting our customers makes a real difference, and it is wonderful to see her hard work recognised at the Cnect Wales Awards.
“We’re incredibly proud of Julie, and of the wider team, who work tirelessly every day to deliver a great experience for our customers.”
The Cnect Wales Awards are one of the UK’s largest business events recognising excellence in customer service. The Welsh customer experience industry contributes more than £650 million to the Welsh economy each year and employs around 32,000 people.
Wales & West Utilities is the gas emergency and pipeline service, delivering energy to over 7.5 million people across Wales and the south west of England. We don’t sell gas; we transport it through an extensive underground network of more than 35,000 kilometres of pipes.
If you smell gas or suspect carbon monoxide, call the National Gas Emergency number on 0800 111 999 immediately. Trained engineers are available 24/7 to respond and keep you safe.