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Wales & West Utilities has been named joint winners of the Business Improvement Strategy award at the Welsh Contact Centre Awards.

Picking up an award alongside Virgin Media the companies were crowned winners in front of a packed audience at a ceremony hosted by presenter Claudia Winkleman at the Wales Millennium Centre.

The 20th anniversary awards, organised by the Welsh Contact Centre Forum, celebrate outstanding people and businesses for their contribution to the industry over the past twelve months. The contact centre industry, which has grown significantly over the years, now contributes £650 million annually to the Welsh economy.

The award recognises the success of the strategy implemented by the company’s Customer Service Team, with particular emphasis on colleague engagement to achieve a more efficient and improved service to its customers.

Claire Edwards, Customer Experience Manager at Wales & West Utilities, picked up the award with members of her team and said:

“We are delighted to have been recognised in these Wales-wide awards. Our team is relatively small in comparison to most of the other award winning contact centres which makes it all the more of an accomplishment. The team have worked hard and embraced the changes and fully deserve the win.

“Winning this award is the best form of recognition for all the hard work the team has put in to implement the changes. I’m so proud to be part of such a fantastic team and I’m excited to see where this will lead us in the future”.

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 upgraded new long-lasting plastic pipes with a lifespan of more than 80 years, to keep the gas flowing to heat homes and businesses now and in the future.