London, 29 November 2024: Utility Warehouse (UW) has clinched a glittering silver award at Europe’s most prestigious customer contact industry awards. 

Beating stiff competition from major names across the UK and Europe, UW’s Selkirk hub in the Scottish Borders, was hailed as a beacon of customer service brilliance at the European Contact Centre and Customer Service Awards (ECCSA).

The judges were impressed by the hub’s dedication to supporting over 40,000 prepayment energy customers, delivering top-notch care with an average call waiting time of just 62 seconds.

And it’s not the first time the team has shone this year, having also scooped the Business of the Year award at the Scottish Borders Business Excellence Awards in September for their commitment to the local Selkirk economy and community. 

Opened in 2003, the Selkirk hub employs 70 people who are passionate about helping some of the company’s most vulnerable customers with specialist advice and support.  Selkirk was chosen as the hub’s location as many people in the community already have a high level of customer service experience in the energy industry.

Rob Harris, Chief Operating Officer at Utility Warehouse, said: “Over the past 18 months, our Selkirk Hub has delivered outstanding work supporting our prepayment customers and so we’re delighted to have won Silver at the ECCSA Awards. While there’s always room to improve, this recognition is further proof of the great strides we are taking to deliver the very best customer service.”

It's another accolade to add to UW’s trophy cabinet, after the multiservice supplier was awarded Best Value for Money and Best Customer Service at the Uswitch Energy Awards 2024. UW also finished top in this year’s Which? Energy Supplier rankings which included scoring highly for its customer service overall, the quality of its communications about energy costs, smart meter target performance and supporting customers who need it.

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