Hundreds of senior customer executives from leading public and private sector brands gathered yesterday for the 2024 CCA Global 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 Executive Chair Anne Marie Forsyth said: "It's been another incredible year for the businesses in the CCA 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.

“Members of the CCA network are self-selecting in their shared goals to improve customer service, and come from public and private sectors, large and small. Lots of lessons have been learned and it is a true privilege to learn of the approaches taken to uphold 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 extremely proud as it was another incredibly competitive year for entrants. Our panel of 30+ judges had a very difficult task due to the high quality of submissions to judge. 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 Noon Dalton 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.

THE SHORTLIST
Lauren Bennett, Barclays
Jenny Breckenridge, SGN
Leanne Calder, Legal & General
Jodie Callen, TSB Bank
Kerry Potter, SGN
Linda Spence, SGN
Pippa Whitehouse, Lloyds Banking Group
Tracy Williams, Barclays

BRONZE WINNER: Lauren Bennett, Barclays
SILVER WINNER: Leanne Calder, Legal & General
GOLD WINNER: Jenny Breckenridge, SGN

SPECIAL RECOGNITION AWARD: Kerry Potter, SGN
SPECIAL RECOGNITION AWARD: Linda Spence, SGN

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.

THE SHORTLIST
Alex Ali, Barclays
Carolyn Bell, NHS Business Services Authority
Laura Fryer, Sky
Lisa Hastie, City of Edinburgh Council
Sarah Middleton, Coventry Building Society
Marion Morter, Legal & General
Briony Overthrow, TSB Bank
Julie Reid, SGN

BRONZE WINNER: Alex Ali, Barclays
SILVER WINNER: Lisa Hastie, City of Edinburgh Council
GOLD WINNER: Laura Fryer, Sky

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.

WINNER: Jennifer Lazzeri, Legal & General
WINNER: Joanne Murphy, Chartered Banker Institute
WINNER: Kilver Sidhu, Barclays

EXCELLENCE AWARDS 2024
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.

Director of the Year
THE SHORTLIST
Rohit Sharma, Barclays
Dan Bennett, ScS

WINNER: Rohit Sharma, Barclays

CX Brand of the Year
THE SHORTLIST
Coventry Building Society
HomeServe
Nationwide Building Society

WINNER: Coventry Building Society

Contact Centres – Great Places to Work
THE SHORTLIST
Barclays, Glasgow Customer Experience Centre
Chase UK, People and Culture Team
Coventry Building Society
NHS Business Services Authority, Customer Operations Team
Vodafone UK

BRONZE WINNER: Chase UK, People and Culture Team
SILVER WINNER: NHS Business Services Authority, Customer Operations Team
GOLD WINNER: Coventry Building Society

Innovation in Customer Service – sponsored by Noon Dalton
THE SHORTLIST
Barclays
The Co-operative Bank
HomeServe
Jigsaw Homes Group
Yodel and Concentrix

WINNER: HomeServe

Environmental, Social & Governance Impact Award
THE SHORTLIST
The Co-operative Bank
Legal & General

WINNER: The Co-operative Bank

Excellence in Business Process Outsourcing Collaboration
THE SHORTLIST
Home Protect and Concentrix
iD Mobile and Concentrix
NatWest and Firstsource

WINNER: Home Protect and Concentrix

Excellence in Skills, Learning & Development
THE SHORTLIST
Barclays
Concentrix
The Co-operative Bank
Police Scotland

WINNER: Concentrix

Excellence in Remote Working Culture
THE SHORTLIST
Capita Experience
Nationwide Building Society
NatWest
Results CX

WINNER: Nationwide Building Society

HIGHLY COMMENDED: Results CX

Best Technology Partnership
THE SHORTLIST
DVLA/Content Guru
Elephants Don't Forget and Microsoft
Liberata Customer Services and IPI
NatWest and AWS

WINNER: DVLA/Content Guru

HIGHLY COMMENDED: Elephants Don't Forget and Microsoft

Best CX Transformation – Inhouse Technology Solution
THE SHORTLIST
SGN
Sky

WINNER: Sky

Most Effective Attraction & Recruitment Programme
THE SHORTLIST
Legal & General
NHS Business Services Authority

WINNER: NHS Business Services Authority

Most Effective Vulnerability Strategy
THE SHORTLIST
Barclays
Liberata
Police Scotland
Scottish Widows
SGN
Telefónica O2 (Virgin Media O2)
The Very Group

BRONZE WINNER: Barclays
SILVER WINNER: Scottish Widows
GOLD WINNER: SGN

Most Effective Workplace Health & Wellbeing Programme
THE SHORTLIST
Barclays
DVLA
Fexco

WINNER: Barclays  

Rising Star Award
THE SHORTLIST
Jack Bray, Barclays
David Brook, Chase UK
Laura Browning, ScS
Ashley Campbell, Chase UK
Aisling Devlin, NatWest
Muhammad Khan, Nationwide Building Society
Nick Duffy, The Very Group
Tayloure Given, Caledonian MacBrayne
William Parfitt, The Co-operative Bank
Aran Reynolds, Legal & General
Matt Sadler, Currys

BRONZE WINNER: Aisling Devlin, NatWest
SILVER WINNER: Nick Duffy, The Very Group
GOLD WINNER: William Parfitt, The Co-operative Bank

Team Leader of the Year
THE SHORTLIST
Helen Clensy, The Co-operative Bank
Sophie Elliot, Chase UK
Laura Gladwin, Coventry Building Society
John Huyton, Sky
Laura Jennings, Barclays
Joanne Marsden, Nationwide Building Society
Kevin Quinn, NatWest
Linto Thomas, Barclays
Emma Whalley, The Very Group

BRONZE WINNER: Laura Gladwin, Coventry Building Society
SILVER WINNER: John Huyton, Sky
GOLD WINNER: Helen Clensy, The Co-operative Bank

Manager of the Year
THE SHORTLIST
Christopher Anstee, Legal & General
Billy Boswell, Barclays
Mark Bullock, NHS Business Services Authority
Stephen Carr, Barclays
Michael Cox, Currys
Tom Ison, Coventry Building Society
Jess Lowry, NatWest
Jo Luckins, Legal & General
Caroline Mannix, Fexco
Ryan Mullen, Scottish Widows
Andrew Sergeant, DVLA

JOINT BRONZE WINNER: Christopher Anstee, Legal & General
JOINT BRONZE WINNER: Tom Ison, Coventry Building Society
SILVER WINNER: Stephen Carr, Barclays
GOLD WINNER: Michael Cox, Currys

Diverity & Inclusion Champion
THE SHORTLIST
Sheldon McCrae, Sky
Ekta Narula, Barclays
Vodafone UK

WINNER: Ekta Narula, Barclays

Team of the Year - Back Office
THE SHORTLIST
Barclays
Chase UK - Complex Fraud & Resolution Team
Chase UK - First Party Fraud Team
Concentrix
Legal & General
Serco

BRONZE WINNER: Legal & General
SILVER WINNER: Serco
GOLD WINNER: Barclays

Team of the Year
THE SHORTLIST
Barclays - Customer Care Barclaycard Disputes
Barclays – Fraud Detection Team
Caledonian MacBrayne
The Co-operative Bank
Currys
DVLA - Driver's Customer Support Team
Govia Thameslink Railway and Concentrix
Legal & General Retail Annuities
Scottish Widows
Sky
Vodafone UK

BRONZE WINNER: Vodafone UK
SILVER WINNER: Legal & General Retail Annuities
GOLD WINNER: The Co-operative Bank