Hundreds of senior customer executives from leading public and private sector brands gathered yesterday for the 2023 CCA Awards to celebrate and recognise achievements in customer service excellence.

The renowned event, running for over 25 years, was true to form showcasing excellence, building standards and spotlighting innovation and success.

CCA Chief Executive Anne Marie Forsyth said: "It's been an exceptional year for the businesses in the CCA customer network. Many difficult situations have been faced, ways of working continuing to evolve, and customers need support more than ever as the cost-of-living crisis presents new challenges.

"Lots of lessons have been learned and it is a true privilege to learn of the approaches taken to safeguard excellent practices, supporting customers and employees as all strive to deliver the right outcome for the business and the customer.

"Huge congratulations to all the shortlisted entrants and winners who truly represent the best in customer service."

Chairman of the Judging Panel, Andrew Mends, Director of Operations for GAVI Alliance said: “This year’s winners should be exceptionally proud as it was by far the most competitive field ever. Our panel of 30+ judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”

A huge thank you to our lead sponsors HP | Poly, and category sponsors Five9 and Twilio for their support in recognising innovation and excellence across the market.

CCA WOMEN IN LEADERSHIP AWARDS
These awards recognise the leadership and commitment of women who are driving positive change and impact in customer-facing organisations. The programme acknowledges leadership at all levels and is designed to specifically recognise women at all stages in their career and development, whether that’s those that are emerging, inspiring or accomplished leaders.

The winners are....

EMERGING LEADER
Awarded to a rising star who is considered a go-getter with great potential for future success in the industry.

Lauren Alexander, Team Manager, Legal & General
Sally Cowan, Team Leader, Financial Conduct Authority
Dion Lloyd, Customer Contact Officer, Uisce Éireann
Laurie McGurk, Deputy Director, Trader Support Services, HMRC
Jaimie-Lee Slabbert, Head of Scams Prevention, Barclays

INSPIRING LEADER
Awarded to individuals who have played a critical leadership role in the implementation of a project, partnership or collaborative initiative over the past 5+ years.

Susan Britton, Service Delivery Manager, NHS Business Services Authority
Lauren Cameron, Head of Mules Prevention, Investigation and Proactive Prevention, Barclays
Carolyn Connor, Head of People Strategy, Barclays
Jayne Lawrenson, Head of Liberata Customer Services, Liberata
Joanne Luckins, Payroll Services Manager, Legal & General Assurance Society
Maureen McIntosh, Director of Customer Services, SGN
Riffat Tufail, Head of Customer Vulnerability, Standard Life, part of Phoenix Group
Veronica Wardell, Senior Director, Sales & Marketing Operations EMEA, Alorica
Andrea Whitehead, Delivery Director, Capita Experience
Amy Williams, Renault Insight Manager, RAC

ACCOMPLISHED LEADER
Awarded to those leaders who have held a C-level executive, GM, Board Director, Chair position for 3 years+ and has extensive experience in the customer service industry (10+ years), shown leadership and vision resulting in meaningful business impact.

Gill Burgess, Delivery Director, Capita Experience
Claire Dutton, Head of End User Sales, UKI, HP | Poly
Nicola Harvey, Director of Digital & Customer Services, City of Edinburgh Council
Daria Leshchenko, CEO and a Managing Partner, SupportYourApp
Catherine Meldon, Operations Lead, NatWest
Sam White, Head of Specialist Customer Care, Barclays

CCA GLOBAL STANDARD© ACHIEVEMENT AWARDS
CCA Global Standard© is firmly established as industry’s recognised accreditation programme, demonstrating professional commitment to customer service excellence. Many organisations make a long-term commitment to continuously improving customer experience by adopting CCA Global Standard© as a fundamental part of their core operating model.

The winners of CCA Global Standard© Achievement Awards are….

PLATINUM WINNERS
Organisations that have consistently achieved CCA Global Standard© accreditation for 20+ years.

Capita BBC Audience Services

GOLD WINNERS
Organisations that have consistently achieved CCA Global Standard© accreditation for 15+ years.

Capita Customer Solutions
DVLA Contact Centre
ESB Networks, Customer Care Centre
The Guinness Partnership, Customer Service Centre

SILVER WINNERS
Organisations that have consistently achieved CCA Global Standard© accreditation for 10+ years.

Capita Experience

BRONZE WINNERS
Organisations that have consistently achieved CCA Global Standard© accreditation for 5+ years.

The Contact Company
Legal & General, PRT Client Services
Legal & General Retail Annuities
People's Postcode Lottery
Police Scotland Service Centre, C3 Division
SGN Customer Experience Centre
Skipton Building Society, Skipton Direct

EXCELLENCE AWARDS 2023
These awards are aimed at recognising the achievements of an organisation across a number of specific business areas. The programme also supports recognition of colleagues and teams who excel in their roles. These awards are supported by an independent panel of judges from across the CCA customer network.

Special Recognition Award - Leading Service Excellence
Joanne Mayer, MD Head of Everyday Customer Care, Barclays

Director of the Year - WINNERS
Ben Erwin, Barclays
Paul Lambert, Camelot
Chris Stroud, Currys

CX Brand of the Year
THE SHORTLIST
Camelot
Legal & General
Tesco PLC
WINNER: Camelot

Contact Centres – Great Places to Work - sponsored by Five9
THE SHORTLIST
Camelot
HomeServe
Chase UK
Legal & General
Phoenix Group
Sky
TaskUs

BRONZE WINNER: Chase UK
SILVER WINNER: Legal & General
GOLD WINNER: Camelot

Innovation in Customer Service – sponsored by Twilio
THE SHORTLIST
DVLA Contact Centre
EXL Service
HomeServe
SGN
Sky
Water Plus
WINNER: SGN
HIGHLY COMMENDED: Sky

Environmental, Social & Governance Impact Award - New for 2023
THE SHORTLIST
Scottish Widows
Webhelp
WINNER: Scottish Widows

Excellence in Business Process Outsourcing Collaboration
THE SHORTLIST
Capital One UK
Currys (Currys Webhelp Partnership)
EXL Service
NHS BSA
WINNER: Currys (Currys Webhelp Partnership)
HIGHLY COMMENDED: Capital One UK

Excellence in Skills, Learning & Development
THE SHORTLIST
Barclays – Performance & Optimisation
Camelot
RAC – Renault Contact Centre
Serco – Lincolnshire Strategic Partnership
Water Plus
Webhelp – Operational Learning Team
WINNER: Webhelp - Operational Learning Team

Excellence in Remote Working Culture - New for 2023
THE SHORTLIST
Currys – Future of Work Team
Department for Education – Customer Service Division
NatWest
Scottish Widows
WINNER: Department for Education – Customer Service Division
HIGHLY COMMENDED: Currys – Future of Work Team

Best Technology Partnership
THE SHORTLIST
Atos
Equiniti
FYLD and The SaaSy People
Nationwide Building Society
WINNER: FYLD and The SaaSy People

Best CX Transformation – Inhouse Technology Solution
THE SHORTLIST
NatWest
Water Plus
WINNER: NatWest

Most Effective Attraction & Recruitment Programme – New for 2023
WINNER: Nationwide Building Society

Most Effective Vulnerability Strategy
THE SHORTLIST
Camelot
HMRC – Extra Support Team
Legal & General – PRT Vulnerable Customer Programme
Lloyds Banking Group
SGN
Standard Life, part of Phoenix Group
WINNER: Standard Life, part of Phoenix Group

Most Effective Workplace Health & Wellbeing Programme - New for 2023
THE SHORTLIST
Tesco PLC – Tesco Customer Engagement Centre
The Very Group – Customer Care Team
Webhelp
WINNER: The Very Group – Customer Care Team

Rising Star Award
THE SHORTLIST
Melissa Johnson, Barclays
Kerthika, Barclays
Shivam Raja, Barclays
Nicole Ruthven, Chase UK
Robert Watson, Currys
Daniel Jennings, Legal & General Retail Annuities
Wayne Clarkson, Lloyds Banking Group
Niall McGurk, Nationwide Building Society
Sarah Calligan, NHS BSA
Monica Neghina, Scottish Widows
Jessie Snowden, Sky

BRONZE WINNER: Monica Neghina, Scottish Widows
SILVER WINNER: Robert Watson, Currys
GOLD WINNER: Jessie Snowden, Sky

SPECIAL JUDGES MENTION: Sarah Calligan, NHS BSA

Team Leader of the Year
THE SHORTLIST
Trishala Chettri, Barclays
Leona Casey, Camelot
Caitlin McNab, Chase UK
Bradley Scott, Chase UK
Scott Wilson, Chase UK
Lewis Ross, Chase UK
Mhairi McLean, Lloyds Banking Group
David Bracey, NatWest

BRONZE WINNER: Bradley Scott, Chase UK
SILVER WINNER: Trishala Chettri, Barclays
GOLD WINNER: Leona Casey, Camelot

Manager of the Year
THE SHORTLIST
Emma Smith, Currys
Jack Hammacott, DVLA Contact Centre
Mairead O’Donoghue, Fexco
George Hutchinson, Legal & General
Jo Bradley, Legal & General Retail Annuities
Nicky Wilson, Lloyds Banking Group
Billy Hannah, NHS BSA

BRONZE WINNER: Jo Bradley, Legal & General Retail Annuities
SILVER WINNER: Nicky Wilson, Lloyds Banking Group
GOLD WINNER: George Hutchinson, Legal & General

Diverity & Inclusion Champion – New for 2023
THE SHORTLIST
Mandeep Singh, Barclays
Annya Manhas, Barclays
Sara Marlow-Deharo, Camelot
Tony Neal, NHS BSA
Laura Vaughan, Scottish Widows
Lavinia Goddard, Sky
Neica McLorinan, Tesco PLC

BRONZE WINNER: Lavinia Goddard, Sky
SILVER WINNER: Laura Vaughan, Scottish Widows
GOLD WINNER: Annya Manhas, Barclays

Team of the Year - Back Office - New for 2023
THE SHORTLIST
Caledonian MacBrayne – Passenger Rights Team
Camelot – Service Improvement Team
Chase UK – Learning Delivery Team
Equiniti – Customer Resolution/Assurance Quality Team
Fexco – Operational Shared Services Team
HomeServe
Irish Water – Customer Operations Team
Legal & General – Business Support Team
Webhelp – QA & CX Team

BRONZE WINNER: Fexco – Operational Shared Services Team
SILVER WINNER: Webhelp – QA & CX Team
GOLD WINNER: Camelot – Service Improvement Team

Team of the Year
THE SHORTLIST
Barclays – Financial Assistance Leadership Team
Barclays – Payments Acquiring (BPA) & Payments Issuing (BPI)
Caledonian MacBrayne – Customer Engagement Centre
Chase UK – Banking Operations
DVLA Contact Centre – Team 92
Equiniti – Lesley James - Boudicca Team
Fexco – SEAI Service Delivery Team
JP Morgan – Founding Members of Chase UK
Legal & General Retail Annuities – New Business Team
NatWest – System Change & Support Team
Phoenix Group – Vulnerable Customer Team
SGN – Customer Careline Team

BRONZE WINNER: Barclays – Payments Acquiring (BPA) & Payments Issuing (BPI)
SILVER WINNER: Phoenix Group – Vulnerable Customer Team
GOLD WINNER: SGN – Customer Careline Team

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Additional information on the sponsors can be found here:

HP | Poly - www.poly.com
Five9 - www.five9.com
Twilio - www.twilio.com