Bank of Valletta has received honourable mentions at the European Contact Centre & Customer Service Awards (ECCCSA), one of Europe’s longest-running customer experience awards programmes.

The bank was recognised in two categories: Best Customer Centric Culture and Best Customer Experience Redesign.

In recent years, Bank of Valletta says that it has rolled out an organisation-wide programme aimed at strengthening customer service standards. The initiative is built around shared customer goals and includes measures that give employees direct exposure to frontline service environments, as well as structured opportunities for staff at all levels to engage with customers. These efforts have been complemented by service excellence training and enhancements to internal systems and processes, designed to ensure that customer feedback is translated into tangible improvements.

The commendation for Best Customer Experience Redesign specifically acknowledged the bank’s approach to engaging younger audiences through TikTok. Rather than treating the platform as a conventional marketing tool, Bank of Valletta positioned it as a customer engagement channel, co-creating content with Gen Z audiences to share financial knowledge in a clear, accessible and culturally relevant way. The judges noted the bank’s ability to maintain governance, compliance and brand integrity while enabling two-way dialogue.

Commenting on the recognition, Theodoros Papadopoulos, Chief Customer Experience Officer at Bank of Valletta, said, “This recognition reflects the deliberate work of our teams and the trust our customers place in us. It confirms that when we design with empathy and view every decision through a customer lens, we create sustainable value both for the organisation and for the people we serve.”

Now in their 25th year, the European Contact Centre & Customer Service Awards celebrate organisations across Europe that demonstrate excellence in customer service through innovation, leadership and measurable impact.