GLL recognised for outstanding customer service and investment in technology in Northern Ireland

Award-winning customer service and continued investment in digital technology are helping GLL make it easier for customers across Belfast to access the support they need.

GLL, the charitable social enterprise operating leisure services across Belfast under the Better brand, is celebrating two successes at the 2026 Customer Contact Northern Ireland (CCNNI) Awards, recognising its commitment to delivering an excellent customer experience.

GLL’s Belfast Customer Contact Centre secured Gold in the Customer Success category, recognising its integrated approach to customer service and continued investment in technology to improve the customer journey. The centre also celebrated individual success, with colleague Ben O’Neill receiving Silver in the Advisor of the Year category.

Based in Belfast city centre, GLL’s Customer Contact Centre employs around 60 highly trained colleagues who support customers through a range of channels, including telephone, email, web forms, online reviews and live web chat. This multi-channel approach gives customers greater choice in how they get in touch, helping to make support more accessible, convenient and responsive.

In 2025, the team handled an impressive 1,077,600 customer interactions, including 708,900 telephone calls. Alongside the dedication and expertise of its colleagues, investment in digital technology is playing an increasingly important role in improving how customers interact with Better, contributing to customer satisfaction reaching 86.7%.

The Silver Award for Advisor of the Year recognised Ben O’Neill's outstanding contribution to the customer experience. Demonstrating professionalism and a commitment to resolving enquiries efficiently across multiple channels, Ben personally handled 11,777 customer enquiries over the past year.

Christian Brown, Head of GLL’s Customer Contact Centre, said:

"We are absolutely delighted that the service provided by our Belfast Customer Contact Centre has been recognised among the best across large organisations and multiple industries in Northern Ireland.

"At GLL, we are committed to continually improving the experience we offer our customers. Investing in digital technology allows us to make it easier for people to access our services and get the support they need, while our colleagues remain at the heart of everything we do.

"These awards are a fantastic reflection of the hard work, professionalism and dedication of our team, and I could not be prouder of what they have achieved."

GLL received six nominations in total at this year's CCNNI Awards, with the winners announced at the Gala Awards Ceremony at the Hilton Belfast on Thursday 5 November 2026.