Continuous improvement manager, Laura Jones, who was named Support Manager of the Year. WELSH Water employees have won top accolades at the Contact Centre Awards. Two employees have been presented with awards for their outstanding work in Welsh Water’s contact centre over the past twelve months. Continuous improvement manager, Laura Jones was named Support Manager of the Year, while Support Person of the Year was awarded to Welsh Water’s customer experience insights analyst, Shaun Collins, a joint victory shared with Gemma Spencer of Blackhorse Finance at the Welsh Contact Centre Awards. The Welsh Contact Centre Forum Awards, which celebrates Wales’ unsung contact centre workers, took place online this year and recognised teams and individuals that have gone above and beyond to deliver services in one of the most challenging years to date.