Winners and Finalists 2019

We are proud to present the winners of the UK Customer Experience Awards 2019. The day consisted of the live entry presentations in the morning followed by the superb gala lunch and highly anticipated awards ceremony. Congratulations to all our finalists and winners.

See you again next year!

Neil Skehel, CEO Awards International


Customers at the Heart of Everything

Gold Winner

Legal & General Homes

Silver Winner

Solus Accident Repair Centres (Aviva)

Bronze Winner

DPD UK

Finalists

Version 1 Prudential UK in partnership with CXellence DPD UK O2 - Andrew Murray & Sharon Taylor Legal & General Homes Anglian Water in partnership with Blue Sky Solus Accident Repair Centres (Aviva) StepStone

Legal & General Homes is a new housebuilder, notable for creating successful and sustainable communities and for doing things differently when it comes to customer service. Its first homes launched in 2018, and its mission is to be a leader for trust and transparency in housebuilding - not something the sector is known for. nIts properties range from one-bedroom flats to five-bed houses in Berkshire and Oxfordshire, with a pipeline of 4,250 homes. Headquartered in Bracknell, the business currently employees 76 people in its head office and on its four sites and hundreds more through its supply chain.

Customers at the Heart of Everything - SME

Gold Winner

TrustedHousesitters

Silver Winner

AllClear Insurance Services

Bronze Winner

Kings Cross Estate Services / Allied Universal

Finalists

Kings Cross Estate Services / Allied Universal Zen Internet EDAM Group The Insurance Emporium Mum & You AllClear TrustedHousesitters

TrustedHousesitters launched in 2010 with one simple mission: to provide a pet care solution that keeps pets happy at home. Made up of owners and sitters, members pay once a year to connect and exchange home and pet care for the chance to stay with pets in unique places. It's a money-free exchange that helps owners travel with peace of mind while sitters get to experience life somewhere new. With members in 130 countries and more five-star Trustpilot reviews than any other pet sitting platform, TrustedHousesitters is officially the world's largest and most trusted community of its kind.

Customers at the Heart of Everything - Leading Edge

Gold Winner

Direct Line Group

Silver Winner

Aldi Stores Ltd

Bronze Winner

Vitality Health

Finalists

TalkTalk with The & Partnership O2 – John Sykes XLN Aldi Stores Ltd Direct Line Group InTouch Networks Vitality Health Three

Direct Line Group (DLG) is UK's leading personal motor & home insurer. We operate a multi-brand, multi-product & multi-distribution channel business that covers the majority of customer segments for personal lines general insurance & small & medium-sized enterprise commercial insurance. Our brands offer home, motor, rescue, pet, travel & commercial insurance.The flotation of DLG on the London Stock Exchange (October 2012, divesting from the RBS Group) marked an important milestone in our history, enabling us to start on a newly reinvigorated journey as a stand-alone company with a clear identity. The Group has c.10,000 employees across 14 sites.

Customers at the Heart of Everything - Initiative

Gold Winner

Knight Frank

Silver Winner

CYBG in partnership with InMoment

Bronze Winner

Formula One in partnership with Netfluential

Finalists

Shared Services Connected Ltd (SSCL) Formula One, in partnership with Netfluential Code Students Knight Frank Ortho Clinical Diagnostics Northern Gas Networks Sky (Retail) CYBG - Clydesdale Yorkshire Banking Group

Knight Frank (Limited Liability Partnership) is focused on building long-term relationships, which allow us to provide personalised, clear and considered advice on all areas of property in all key markets.\r\nWe believe personal interaction is a crucial part of ensuring we 'connect people and property perfectly'. Operating in locations where our customers need us to be, our HQ is in Baker Street, London, with a further 523 offices worldwide in 60 territories and more than 18,000 people. This entry relates to the UK Residential side of the business where we have 85 offices and we employ 1,300 people and are still growing. In 2018, an additional 397 people joined the UK residential teams. Everyone is encouraged to contribute to the success of the firm and because we are a partnership, are rewarded for excellence. This ensures we are motivated and committed to putting our customers at the heart of everything we do.

Customer Centric Culture

Gold Winner

Solus Accident Repair Centres (Aviva)

Silver Winner

CODE Students

Bronze Winner

Littlefish (UK) Ltd

Finalists

Aviva Arnold Clark Automobiles Solus Accident Repair Centres (Aviva) Mum & You Littlefish (UK) Ltd CODE Students Firefish Software

Solus are one of the largest accident repair centres in the UK. They are owned by the insurer Aviva and the majority of their work is serving Aviva customers who've made a claim through their motor insurance. Solus have 18 sites around Scotland and England, from Cumbernauld down to Bournemouth. Approximately 650 people work for Solus, 50% of whom are technical staff in the workshop and 50% of which are customer service and support functions. Solus' role is to repair customers' cars when they've had an accident, supporting customers in the motor claims journey to get them back to normal.

Customer Centric Culture - Initative

Gold Winner

Aspen Healthcare

Silver Winner

Green Flag

Bronze Winner

Business Stream

Finalists

Green Flag Aspen Healthcare Bupa Global with Confirmit Capita BT Enterprise in partnership with Blue Sky Legal & General Homes Vaillant Group UK LTD Business Stream

Established in 1998, Aspen Healthcare is the proud operator of eight award-winning private healthcare facilities across the UK, including four acute hospitals, two specialist cancer centres and three day-surgery hospitals and has over 1,400 employees. We are renowned for the highest standards of patient care, our commitment to excellence and our outstanding patient safety record. We are one of only two providers of independent healthcare in the UK to have all our facilities inspected and rated as 'Good' or Outstanding' by the regulators Care Quality Commission (CQC) and Healthcare Improvement Scotland (HIS). Aspen Healthcare's mission is to: provide first-class independent healthcare in a safe, comfortable and welcoming environment; one in which we would be happy to treat our own families.

Customer Centric Culture - Financial Services

Gold Winner

Direct Line Group

Silver Winner

Ageas UK

Silver Winner

Vitality Health

Finalists

Fidelity International (in partnership with Medallia) HSBC UK Maru/Matchbox & Black Horse Finance AiB Direct Line Group PensionBee VitalityHealth Ageas UK

Direct Line Group (DLG) is UK's leading personal motor & home insurer. We operate a multi-brand, multi-product & multi-distribution channel business that covers the majority of customer segments for personal lines general insurance & small & medium-sized enterprise commercial insurance. Our brands offer home, motor, rescue, pet, travel & commercial insurance. The flotation of DLG on the London Stock Exchange (October 2012, divesting from the RBS Group) marked an important milestone in our history, enabling us to start on a newly reinvigorated journey as a stand-alone company with a clear identity. The Group has c.10,000 employees across 14 sites.

Customer Experience Training

Gold Winner

Knight Frank

Silver Winner

EDAM Group

Bronze Winner

Aspen Healthcare

Finalists

Aspen Healthcare Capita VitalityHealth Brand Biology (A2Dominion Group) EDAM Group Equiniti Group PLC in partnership with First Impression Training Aldi Stores Ltd Knight Frank

Knight Frank (Limited Liability Partnership) is focused on building long-term relationships, which allow us to provide personalised, clear and considered advice on all areas of property in all key markets. We believe personal interaction is a crucial part of ensuring we 'connect people and property perfectly'. Operating in locations where our customers need us to be, our HQ is in Baker Street, London, with a further 523 offices worldwide in 60 territories and more than 18,000 people. This entry relates to the UK Residential side of the business, we have 85 offices and we employ 1,300 people and are still growing. In 2018, an additional 397 people joined the UK residential teams. Everyone is incited to contribute to the success of the firm and because we are a partnership are rewarded for excellence. This ensures we are motivated and committed to putting our customers at the heart of everything we do.

Online Customer Experience

Gold Winner

Octopus Energy

Silver Winner

BGL Group

Bronze Winner

Cognizant Technologies in partnership with Anglian Water Services

Finalists

Neos Octopus Energy BGL Group Cognizant Technologies in partnership with Anglian Water Services The Rank Group in partnership with Optimizely So Energy Three The Insurance Emporium

Octopus is doing for green energy what Amazon did for shopping; making it faster, easier and cheaper to access online than ever before, leading the way for 100% renewable energy in the UK with a scalable online business model. Our custom-built online billing and CRM platform means we are digital-first, increasing employee efficiency, cutting response times, and keeping customers happy by enabling full account control, empowering us to deliver exceptional customer experience and lower prices. Today, our growing team of 300+ customer champions look after 750,000+ households and businesses, winning c.30,000 new customers every month - of which 75% are digital - opposite to most Big energy suppliers!!

Product or Service Development

Gold Winner

Northern Gas Networks

Silver Winner

Havering Education Services

Bronze Winner

Vitality Health

Finalists

Genesys BGL Group Havering Education Services Northern Gas Networks Orlo VitalityHealth Camm & Hooper

NGN safely and reliably delivers gas to over 2.7 million homes and businesses across the North East, northern Cumbria and much of Yorkshire. We are leading the way as one of the most cost-efficient of the UK's eight gas distribution networks. We deliver an exceptional service to our customers, as well as a host of social and economic benefits to our region. We employ around 2000 colleagues, who provide a range of services, from attending gas emergencies, to upgrading the underground infrastructure, and helping our customers most in need.

B2B Customer Experience

Gold Winner

Business Stream

Silver Winner

Vitality Health

Bronze Winner

Aldermore

Finalists

DHL Supply Chain Aldermore Northern Gas Networks VitalityHealth Business Stream Insight Legal Chiswick Park Estate Management Ltd

Business Stream is one of the largest water retailers in the UK and a trusted supplier to over 200,000 forward-thinking businesses including Cancer Research UK, Network Rail, Lloyds Banking Group, Morrisons and thousands of SMEs. Headquartered in Edinburgh and employing c400 people, we provide a range of services to business customers including billing, water efficiency and bespoke water and wastewater management solutions. To date, we have helped our customers save more than £242million on their water bills and, as passionate advocates of water efficiency, we've worked hard to help customers conserve over 43 billion litres of water.

Use of Technology

Gold Winner

Contact Engine in partnership with BT Enterprise

Silver Winner

Green Flag

Bronze Winner

Capita

Finalists

Green Flag BGL Group Miller Homes Capita BT Enterprise in partnership with Contact Engine Three in partnership with Roamler SearchFlow Luminati

BT Enterprise, are a team of approx. 13k based around the Globe, with a turnover of £6.3bn. Customer Service are part of this and have around 7.5k people, predominantly based in UK. Our large portfolio of products provide a wide range of diverse solutions for our customers, from a straightforward telephone line to a complex international IT network. ContactEngine is the next generation Customer Engagement Hub technology specialising in conversational AI. It replicates human call-centre behaviour by leveraging demographic and intent analysis, linguistics and ground-breaking artificial intelligence principles.

Employee Experience

Gold Winner

Camm & Hooper

Silver Winner

Sky

Bronze Winner

The Student Loans Company & Teleperformance

Finalists

Capita DJS (UK) Limited Superlative Recruitment Camm & Hooper O2 - Connor Mullhall The Student Loans Company & Teleperformance Sky

Camm & Hooper launched in 2013 and consists of 7 unique and iconic sites across London, employing 160 team members with a turnover of £11 million. The events, restaurant and bar concept provides true innovation and an exceptional product and service on all levels. Camm & Hooper have opted for a mixed model approach, allowing the event space to be supplemented by permanent restaurant and bar offerings where possible. Ideal for corporate events and private parties, each venue is dynamic and flexible. Camm & Hooper was recently selected as one of the London Stock Exchange Group's 1000 Companies to Inspire Britain.

Employees at the Heart of Everything

Gold Winner

Arnold Clark Automobiles

Silver Winner

Northern Gas Networks

Bronze Winner

Firefish Software

Finalists

BT Northern Gas Networks PiggyBank Superlative Recruitment Arnold Clark Automobiles Moneypenny Firefish Software O2 - Jennie Peers

Arnold Clark is the UK's largest independently-owned, family-run car retailer. Established in 1954 by Sir Arnold Clark, the Group has over 200 UK branches. The company represents 27 car manufacturers as well as offering an unrivalled range of over 20,000 used cars via ArnoldClark.com. However, we do more than just sell and service cars. We have 39 Car & Van rental locations, three state of the art training facilities and six vehicle leasing business centres. Across the business we have over 12,500 employees.

Employees at the Heart of Everything - Programme

Gold Winner

Knight Frank

Silver Winner

The Holly Private Hospital

Bronze Winner

HiB

Finalists

Capita The Holly Private Hospital Newcastle Building Society NEC Group Arenas PensionBee HiB Knight Frank Shared Services Connected Ltd (SSCL)

Knight Frank (Limited Liability Partnership) is focused on building long-term relationships, which allow us to provide personalised, clear and considered advice on all areas of property in all key markets. We believe personal interaction is a crucial part of ensuring we 'connect people and property perfectly'. Operating in locations where our customers need us to be, our HQ is in Baker Street, London, with a further 523 offices worldwide in 60 territories and more than 18,000 people. This entry relates to the UK Residential side of the business where we have 85 offices and we employ 1,300 people and are still growing. As a partnership everyone is encouraged to contribute to the success of the firm and rewarded for excellence. This ensures we are motivated and committed to putting our people and our customers at the heart of everything we do.

Use of Insight & Feedback

Gold Winner

NOW TV & Firstsource

Silver Winner

Reward Gateway

Bronze Winner

Zurich UK

Finalists

Zurich UK NOW TV & Firstsource Revolution Bars Group Plc HiB Reward Gateway Creditsafe Aldi Stores Ltd Policy Expert

Launched in July-2012, NOW TV supplies live-streaming, on-demand and downloadable, offline content to c.2.3million subscribers across the UK, Ireland and Italy. With competitors including Netflix and Amazon Prime, the London-based, contract-free entertainment provider also moved into the broadband and landline rental space in 2016. It employs c.550 people. Support for Now TV's customers is supplied by a c.400FTE team at the customer experience management and business process outsourcer, Firstsource. The team, which is split across Firstsource's Londonderry, Belfast, Mumbai and Bangalore offices, is responsible for delivering amazing customer experiences on NOW TV's behalf via web-chat, email, social media and phone.

Use of Insight & Feedback - Customer Satisfaction

Gold Winner

Fidelity International (in partnership with Medallia)

Silver Winner

LV=

Bronze Winner

Northern Gas Networks

Finalists

TalkTalk / T&P Hyde Housing Northern Gas Networks Fidelity International (in partnership with Medallia) BGL Group LV= O2 - Charlotte Rooney

Fidelity International offers world-class investment solutions and retirement expertise. It is a privately owned, independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help clients achieve their financial goals.

Use of Insight & Feedback - Programme

Gold Winner

Direct Line Group & KPMG

Silver Winner

NewDay

Bronze Winner

Bupa Global with Confirmit

Finalists

Capita Aldermore Three in partnership with Roamler Bupa Global with Confirmit Samsung in partnership with Netfluential NewDay Direct Line Group & KPMG Feefo

Direct Line Group (DLG) is UK's leading personal motor & home insurer. We operate a multi-brand, multi-product & multi-distribution channel business that covers the majority of customer segments for personal lines general insurance & small & medium-sized enterprise commercial insurance. Our brands offer home, motor, rescue, pet, travel & commercial insurance. The flotation of DLG on the London Stock Exchange (October 2012, divesting from the RBS Group) marked an important milestone in our history, enabling us to start on a newly reinvigorated journey as a stand-alone company with a clear identity. The Group has c.10,000 employees across 14 sites.

Business Change & Transformation

Gold Winner

NATS

Silver Winner

CPM International

Bronze Winner

The Holly Private Hospital

Finalists

The Holly Private Hospital Rubica Change & Analytics BT Enterprise NHS Property Services CPM International NATS Ascenti Teleperformance D.I.B.S.

Founded in 1962, NATS is the leading Air Navigation Service Provider (ANSP) in the UK, operating under licence from the regulatory body, the Civil Aviation Authority. NATS provides air traffic control services for over 2.5 million flights each year and up to 8000 flights a day, across UK and North Atlantic airspace, as well as at 13 of the busiest UK airports. NATS works in partnership with the UK military, airlines, airports, aviation authorities and Governments in over 30 countries to deliver a safe and quality service in the design and operation of airspace, engineering, data and consultancy solutions.

Contact Centre Small

Gold Winner

TrustedHousesitters

Silver Winner

So Energy

Bronze Winner

XLN

Finalists

ISN Software UK Ltd Webhelp NHS Property Services Adecco Group UK So Energy TrustedHousesitters XLN Connect Studio

TrustedHousesitters launched in 2010 with one simple mission: to provide a pet care solution that keeps pets happy at home. Made up of owners and sitters, members pay once a year to connect and exchange home and pet care for the chance to stay with pets in unique places. It's a money-free exchange that helps owners travel with peace of mind while sitters get to experience life somewhere new. With members in 130 countries and more five-star Trustpilot reviews than any other pet sitting platform, TrustedHousesitters is officially the world's largest and most trusted community of its kind.

Contact Centre Large

Gold Winner

Ageas UK

Silver Winner

Webhelp and Sky - Falkirk Customer Experience Centre

Bronze Winner

EE

Finalists

BT EE Webhelp and Sky - Falkirk Customer Experience Centre Anglian Water Services in collaboration with Cognizant NewDay Ageas UK

At Ageas, we're one of the largest insurers in the UK and part of an international group, headquartered in Brussels. We can trace our roots back to 1824. Our Sales & Service Operation is based across 4 sites, Bournemouth, Gloucester, Eastleigh and Stoke and serves 1.4m customers of our own and partnership brands. In Bournemouth we have 600 people who serve customers of Rias and the recently launched Ageas Direct products. We are both telephony and web based and following a two year transformation we have an abundance of experience passionately delivering on our customer purpose of 'Making insurance easy'.

Professional Services

Gold Winner

Knight Frank

Silver Winner

SearchFlow

Finalists

SearchFlow Knight Frank Stepstone PensionBee

Knight Frank (Limited Liability Partnership) is focused on building long-term relationships, which allow us to provide personalised, clear and considered advice on all areas of property in all key markets. We believe personal interaction is a crucial part of ensuring we 'connect people and property perfectly'. Operating in locations where our customers need us to be, our HQ is in Baker Street, London, with a further 523 offices worldwide in 60 territories and more than 18,000 people. This entry relates to the UK Residential side of the business where we have 85 offices and we employ 1,300 people and are still growing. In 2018, an additional 397 people joined the UK residential teams. Everyone is encouraged to contribute to the success of the firm and because we are a partnership are rewarded for excellence. This ensures we are motivated and committed to putting our customers at the heart of everything we do.

Utilities

Gold Winner

Octopus Energy

Silver Winner

Anglian Water in partnership with Blue Sky

Bronze Winner

Business Stream

Finalists

Thames Water and ServiceNow Octopus Energy So Energy Business Stream Anglian Water in partnership with Blue Sky O2 - NSPCC - John Sykes SDM

Octopus is doing for green energy what Amazon did for shopping; making it faster, easier and cheaper to access than ever before, leading the way for 100% renewable energy in the UK with a scalable online business model. Our custom-built online billing and CRM platform increases efficiency, cuts response times, maximises employee time, and keeps customers happy by enabling full account control, empowering us to deliver exceptional customer experiences and lower prices. Today, our growing team of 300+ customer champions in London, Leicester and Brighton look after 750,000+ households and businesses, winning c.30,000 new customers every month!

Financial Services

Gold Winner

Fidelity International (in partnership with Medallia)

Silver Winner

Capital One UK

Bronze Winner

Direct Line Group

Finalists

Maru/Matchbox & Black Horse Finance BGL Group Aldermore Capital One UK VitalityHealth Prudential UK in partnership with CXellence Fidelity International (in partnership with Medallia) Direct Line Group

Fidelity International is a leading global asset management company that offers world class investment solutions and retirement expertise. It is a privately owned independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help clients achieve their financial goals. Fidelity provides investment solutions both direct to consumer and to B2B clients such as wholesale, advisory and institutional investors.

Telecoms

Gold Winner

XLN

Silver Winner

BT Enterprise

Finalists

XLN THREE EE BT Enterprise in partnership with Blue Sky

At XLN we supply low-cost phone, broadband, card processing, gas, electricity and mobile packages exclusively to small businesses all over the UK. Founded by serial entrepreneur Christian Nellemann in 2002, we've helped more than 500,000 small businesses to save on their utility bills. We employ 400 people across our offices in London and Sheffield. The first business to challenge telecoms giants like BT and Sky, we champion the small business community with an over-riding focus on service and value. We are one of the top internet service providers (ISPs) in the UK and operate the largest UK free public Wi-Fi network dedicated to small businesses.

Retail

Gold Winner

Aldi Stores Ltd

Silver Winner

Sky (Retail)

Bronze Winner

Three in partnership with Roamler

Finalists

Webhelp and Shop Direct Three in partnership with Roamler Ralph Lauren and Teleperformance Sky (Retail) Aldi Stores Ltd Revolution Bars Group Plc

Aldi is one of the most reputable retailers in the global business market today. Our goal has always been very simple: to provide great value and quality, using leaner and smarter business processes. And it's working. We're winning all kinds of awards and new stores are springing up all over the country as we rapidly increase our market share. With more than 31,000 colleagues in the UK and Ireland and with plans to increase to 35,000 by 2020.

CX Professional of the Year

Gold Winner

Business Stream - Jo Mayes

Silver Winner

Solus Accident Repair Centres (Aviva) - DeAnna Avis

Bronze Winner

Capita - Claire Catchpole

Finalists

Reward Gateway - Petko Pironkov Capita - Claire Catchpole CPM International - Sabrina Centauro - Team Lead of the Year - Auto CPM International - Isabel Moreira - Operations Manager of the Year - Health CX CPM International - Ilaria Cappello - Client Delivery Manager of the Year - Health CX CPM International - Bernie Martin - Client Delivery Manager of the Year - CX Business Stream - Jo Mayes Solus Accident Repair Centres (Aviva) - DeAnna Avis

Business Stream is one of the largest water retailers in the UK and a trusted supplier to over 200,000 forward-thinking businesses including Cancer Research UK, Network Rail, Lloyds Banking Group, Morrisons and thousands of SMEs. Headquartered in Edinburgh and employing c400 people, we provide a range of services to business customers including billing, water efficiency and bespoke water and wastewater management solutions. To date, we have helped our customers save more than £242million on their water bills and, as passionate advocates of water efficiency, we've worked hard to help customers conserve over 43 billion litres of water.

Team of the Year

Gold Winner

CPM International

Silver Winner

Chiswick Park / Allied Universal

Bronze Winner

Capita

Finalists

Capita Chiswick Park/Allied Universal CPM International Stepstone Superlative Recruitment O2 - Sainsburys SDM team Creditsafe

At CPM International Contact Centre Barcelona, we’re committed to growing and developing our people from within. Over 2000 employees operate across 3 buildings providing world-class omni-channel customer experiences to our 20 blue chip brands clients’ global customer base, across phone, email, whitemail, social media and live chat channels. CPM BCN live by our values: Freedom, Innovation, Excellence, Respect and Integrity. We bring these to life within our talent and development mission through encouraging our people to push themselves and broaden their experiences. We share an ethos of work hard and have fun, bringing everyone together to achieve our goals.

Team of the Year - Programme

Gold Winner

GAME Digital plc

Silver Winner

DPD UK

Bronze Winner

Knight Frank

Finalists

DPD UK Bupa Global with Confirmit Webhelp and Shop Direct Complaints Team CPM International Knight Frank GAME Digital PLC Three in partnership with Roamler Direct Line Group

GAME Digital plc is the home of GAME Retail and a growing portfolio of ground-breaking gaming services and experiences. Our UK and Spanish retail businesses are the market leaders in those geographical areas, operating a total of 543 stores, a fully integrated multichannel offering, with more than 4.5 million active Reward scheme members across the two territories. The group employs almost 4,200 members of staff across the UK and Spain. Our mission is to build the most valuable community for gamers.

Team of the Year - Customer Centricity

Gold Winner

Capital One UK

Silver Winner

EON

Bronze Winner

Anglian Water Services in collaboration with Cognizant

Finalists

Cognizant with Anglian Capital One UK Firefish Software Northern Gas Networks Arnold Clark Automobiles EON

Having issued our first credit card in 1996, we at Capital One UK have grown to become one of the country's top ten card providers. Our customers are served via a network of c.1,200 agents, 90% of whom are based across outsourced partner operations in India and the Philippines. Our inhouse, onshore bases in Nottingham and London house our leadership and management teams, as well as some frontline complaints, collections and vulnerability support. The only card provider with a 4-star rated credit card from Fairbanking, our mission is to 'change banking for good' and drive positive change in financial services.

Overall Winner

Gold Winner

Solus Accident Repair Centres (Aviva)

Solus are one of the largest accident repair centres in the UK. They are owned by the insurer Aviva and the majority of their work is serving Aviva customers who've made a claim through their motor insurance. Solus have 18 sites around Scotland and England, from Cumbernauld down to Bournemouth. Approximately 650 people work for Solus, 50% of whom are technical staff in the workshop and 50% of which are customer service and support functions. Solus' role is to repair customers' cars when they've had an accident, supporting customers in the motor claims journey to get them back to normal.