Baxi is celebrating after its Customer Support team were announced as finalists in the UK Customer Experience Awards.

Following on from last year’s win in the ‘customer loyalty’ category, this year Baxi has been shortlisted for the ‘customers at the heart of everything’ award.

This recognises companies that, through the implementation of employee development and training as a part of their customer experience strategy, have been able to put their customers at the centre of what they do.

Lee Robinson, customer service director at Baxi, said: “We are thrilled to have been shortlisted for this award, which is a testament to our commitment to innovation and making our customers’ interactions the best that they can be.

“We know from our experience in the call centre that the five moments of truth really matter to our customers and can make or break the customer journey. We have trained all of our customer-facing employees to appropriately engage and empathise with homeowners, so that at a time of distress they can effectively resolve any issues. Just being shortlisted is an honour, and we look forward to receiving the results!”