We've Made Changes

We have made changes to the way in which you contact us. From a recent survey, you told us that we were not easy enough to contact and to do business with. So we have changed things to make sure that your interactions with us are slick.

What's changed?

• We have re-implemented direct dial communication directly to the person or team that you need to get to, meaning no more waiting in phone queuing systems.
• We have moved our operational teams back to geography teams, so if you want Edinburgh, you’ll get Edinburgh, if you want Newcastle you’ll get Newcastle.
• We have re-aligned our e-mail, livechat and phone systems to make sure that you only have the options that you need.
• We have increased our service level agreements, meaning that our teams must answer your call within 15 seconds of entering their department, and if you don’t receive the service that we promise, we want to hear from you.

How does this improve for you?

• You can still reach us on 03333 20 4000 and you will now receive a shorter and improved list of options to get you exactly where you want to go.
• If you just want to go direct to the team, you can, and here are the details:-
  • If you are an existing customer and you want to discuss your services in Edinburgh 0131 460 1801
    • or via email at edinburghteam@nwhgroup.co.uk
  • In Glasgow 0141 468 8118
    • or via email at glasgowteam@nwhgroup.co.uk
  • In Dundee 01382 932 684
    • or via email at dundeeteam@nwhgroup.co.uk
  • In Dumfries 01387 454 371
    • or via email at dumfriesteam@nwhgroup.co.uk
  • In Newcastle 0191 820 0642
    • or via email at newcastleteam@nwhgroup.co.uk
  • If you are a new customer in Scotland, call 0131 376 0025
    • or via email at newbusiness@nwhgroup.co.uk
  • For new customers in England it's 0191 820 0643
    • or via email at newcastleteam@nwhgroup.co.uk
  • For Recruitment 0131 376 3311
    • or via email at careers@nwhgroup.co.uk
  • If you’d like to pay a bill or speak to credit control its 0131 376 332
    • or via email at creditcontrol@nwhgroup.co.uk
  • For Customer invoice queries: 0131 376 3302
    • or via email at salesledger@nwhgroup.co.uk
  • For Supplier Invoicing Queries: 0131 376 3182
    • or via email at accounts@nwhgroup.co.uk

As always your feedback is welcomed and if you would like to let us know about your experience of this new system you can do so right here:- https://www.nwhgroup.co.uk/services/customer-feedback