Bargoed’s Sophie Davies has scooped a prestigious award in recognition for her commitment to delivering the very best levels of customer service.

Sophie, 26, who works as a Customer Service Representative for Wales & West Utilities, the gas emergency and pipeline service at its Celtic Springs headquarters, was awarded the Customer Service Representative award in the annual Welsh Contact Centre Awards. The awards recognise the people who work at the two hundred contact centres in towns and cities across Wales and what they contribute to the Welsh economy.

Sophie, who has worked for Wales & West Utilities for nearly three years, was recognised for her exceptional levels of service and her performance in going above and beyond her day-to-day responsibilities to provide excellent customer service and support to her colleagues.

She accepted the award at a ceremony attended by more than 700 guests and hosted by comedian, Jimmy Carr. The event rewarded winners and highly commended entrants in 22 categories.

Speaking of her win, Sophie said: 

“Having this recognition is amazing. There was stiff competition in the category with ten people shortlisted so I am thrilled to have won.

“I work in complaints and there is no better feeling that turning a negative into a positive and building that trust with a customer. I really enjoy my job and receiving the award was a welcome surprise.”

Wales & West Utilities Business Services Director, Mark Oliver added:

“We are rated as the best utility company for customer service by the Institute of Customer Service (ICS), and Sophie is a shining example of how we do things.

“She is an outstanding employee with an unrivalled passion for serving our customers. In her own time she has developed a set of ‘7 Golden Rules for Customer Service’ which has been endorsed and adopted by the business for all staff.  She has also received the most customer commendations in the business this year, which is quite an achievement when handling complaints. We are all very proud of her.”

Wales & West Utilities, the gas emergency and pipeline service, brings energy to 7.5m people across Wales and the south west of England. If anyone smells gas, thinks they have a gas leak, or suspects carbon monoxide poisoning, they should call us on 0800 111 999 and our engineers will be there to help, day or night. 

The company also has a multi-million pound, 30-year gas pipe investment programme which began in 2002. Old metal pipes within 30 metres of buildings are being replaced with new long-lasting plastic pipes with a lifespan of more than 80 years, to make sure homes and businesses continue to receive a safe and reliable gas supply now and in the future.