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Our Customer Service Centre, Retirement Living and Support have been shortlisted for four awards at this year's European Contact Centre and Customer Service Awards (ECCCSAs), recognising the team's commitment to delivering great customer service and continually improving the colleague and customer experience.
The teams have been nominated in the following categories:
- Best Cross-Functional Collaboration
- Greatest Impact of AI on the Employee Experience
- Best Customer Centric Culture
- Best Approach to Supporting Vulnerable Customers
The nominations highlight the work that's taken place across the Customer Service Centre and Retirement Living and Support with colleagues from across the business to improve services, embrace innovation and ensure customers receive the support they need.
Colin Goodbody, Head of Customer Operations, said: “Being named as finalists in four categories is a brilliant moment for us, but what makes me most proud is what sits behind that recognition. It represents colleagues who care deeply about doing the right thing for our customers, who have embraced change, challenged how we work and continually looked for ways to make the experience better.
“It’s been a collective effort across our teams, colleagues and partners who work alongside us. To have that work recognised on a European stage is something we should all be incredibly proud of and, for me, it’s also a sign of just how far we’ve come and the ambition we have for what comes next.”
The recognition for Best Cross-Functional Collaboration celebrates the way teams have worked together across the business to improve customer outcomes, while the nomination for Greatest Impact of AI on the Employee Experience highlights how technology is helping colleagues work more efficiently and enhance the service they provide.
The team has been recognised for creating a strong customer-centric culture and Retirement Living and Support has been recognised for their approach to supporting vulnerable customers with its customer communication tool.
Josh Smith, Customer Services Team Leader, added: "We're absolutely over the moon to be shortlisted. A huge amount of hard work went into the nominations, making sure we showcased the very best of what we're doing and the difference our teams make every day.
"When we heard the news, we were genuinely overwhelmed and delighted. To be recognised alongside big organisations is an achievement in itself. We're proud to be representing Bromford on that stage and are excited to see what happens next."
The winners will be announced at the European Contact Centre & Customer Service Awards on November 17th this year.