One of the most significant events in the UK’s customer service calendar has taken place in London, with winners and runners-up celebrating success at the 2018 UK Complaint Handling Awards.

Hosted by Awards International at London’s Park Plaza Riverbank, the event, which returned to the capital for its second year, saw some of the best-known brands in Britain compete in over 20 categories relating to complaint handling, including Contact Centre, Delivery & Logistics, and Complaint Team of the Year.

Over 350 attendees descended on the venue, where teams presented before expert panels featuring almost 60 judges who work at the very heart of customer service culture for firms including Capita, RBS, and Barclay’s, to name but a few.

Following the morning’s presentations – many of which were open for other competitors and visitors to view – the judges consulted before scoring and deciding the Silver and Gold winners in each category, along with the day’s Overall Winner.

The victors were announced during a gala luncheon, with cheers and tears of joy on the menu for winners as months – and in some cases years – of detailed customer service strategy planning paid off with peer recognition.

Among the big winners of the day was the Virgin Money reps, who took home an amazing five awards, including Overall Best Team, and financial services firm NewDay, which was named Overall Winner after wowing judges in the Managing Your People category.

Speaking after the presentations, judge Mandy Holford, who is Director of Customer Services at Echo-U, said:

“The standard of entries was incredibly high, and the feedback I have received from fellow judges is the same – they were impressed across the board at what was presented today. Well done to all who entered, and special congratulations to the deserving winners.”

Awards International CEO Neil Skehel said afterwards:

“What a day it has been for the winners, and indeed all of the finalists at this, the second-ever UK Customer Experience Awards. We have been privileged to be among the cream of the UK customer service talent today, and the judges were absolutely blown away by the high standard of the presentations.

I would like to thank all of the judges and finalists who attended – and with it being a daytime event it was great to see so many representatives of the companies able to attend and share in the success. I would also like to offer a huge thanks to our awards partners Resolver, iCasework, Henley Business School, Customer Experience Magazine, and Barnardo’s for helping make this landmark event among the most important in the UK’s business calendar.”


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