Chess has been shortlisted as a finalist in the Technology and Telecoms category of the UK Customer Experience Awards 2016.
Chess has made a £1.4m investment in better systems for the future and developed the Chess Wiki instant-knowledge access system that enables teams to deliver accurate information to customers.
Chess also launched a customer service academy for new starters as well as customer passion training that teaches their teams how to deal with different customer personality types.
Each team has a dedicated Knowledge Champion who has increased knowledge in specialist areas.
Chess also has Lean Six Sigma trained Quality Champions who ensure processes across the business are adding value for the customer. All of Chess's customer care superstars are UK based, fully trained, and regularly measured on attitude and energy.
Andrew Green, Chess Group Customer Service Director, said:
"Our customers are our number one priority and it's fantastic to see that we are being recognised as a great place to be a customer. I am looking forward to sharing our innovative customer service achievements during the award finals in September."