GLL scoops National Awards for Customer Service in Northern Ireland

Charitable social enterprise GLL - which provides leisure services in Belfast under the 'Better' brand - has secured two wins in the finals of a prestigious awards programme for customer service.

The CCNNI Awards recognise the top performing companies as measured through interactions with their customer contact centres.

Better's customer contact centre based in the centre of the city, employs around 60 people, all of whom are trained to the highest standards.

In 2025 there were 1,077,600 interactions with customers - including 708,900 calls handled. The Gold Award in the Customer Success category recognises Better Belfast Customer Centre's truly integrated multi-channel service including telephone, email, web forms, online reviews, and live web chat.

The approach offers customers a choice while maintaining consistently high standards of service.

Investment in digital technology is significantly improving the customer journey - with satisfaction rising to 86.7%.

In the Advisor of the Year category it was Ben O'Neill who scooped the Silver Award. Ben is committed to delivering exceptional customer service across multiple channels, resolving issues efficiently and professionally, maintaining compliance with organisational policies and procedures. He has personally resolved 11,777 customer enquiries in the last year.

GLL Customer Contact Centre Head Christian Brown said: "We are absolutely delighted that the service provided by our Belfast Customer Contact Centre has been acknowledged as the one of the best when measured against large organisations across multi-industries in Northern Ireland.

"The hard work of our individuals has made this possible and I could not be prouder of the commitment shown by all of our highly trained and professional colleagues."

In total, GLL secured six nominations in the awards. Winners were revealed at the Gala Awards Ceremony on Thursday 5 November 2026 at Hilton Belfast