Congratulations to the NHS Business Services Authority (NHSBSA) team on their recent assessment and continued success in maintaining CCA Global Accreditation for Customer Experience©. Their dedication to excellence and continuous improvement is truly commendable and sets a benchmark for the industry.


NHSBSA has been at the forefront of delivering exceptional customer experience and business services across the UK’s health and social care system. Since achieving CCA Global Accreditation for Customer Experience© in 2019, NHSBSA has continually demonstrated a commitment to excellence, innovation, and continuous improvement.


As a vital Arm’s Length Body of the Department of Health and Social Care, NHSBSA plays a critical role in managing over £35 billion of NHS spending annually, supporting NHS organisations, contractors, patients, and the public. With a workforce of over 3,000 employees, their focus on customer service has been instrumental in setting new benchmarks for quality and efficiency.


Leading the way in Customer Excellence

Achieving and maintaining CCA Global Accreditation© is a testament to NHSBSA’s dedication to best practices in customer experience. Their Customer and Contact Services (CCS) team, spread across Newcastle, Wakefield, and Fleetwood, is the first point of contact for thousands of customers each day. Through ongoing investment in colleague training, process improvements, and digital transformation, NHSBSA continues to raise the bar in service excellence.


Their success is further reflected in industry recognition, including multiple CCA Excellence Awards. Notably, Kate Nesbitt, NHSBSA’s Head of Contact Centre Operations, was named the winner of the CCA Women in Leadership Award in November 2024, highlighting the organisation’s leadership in fostering talent and driving meaningful change.


A Culture of Collaboration and Innovation

NHSBSA is not just committed to delivering high-quality service but also to sharing knowledge and best practices across the wider industry. They recently hosted CCA’s Digital Transformation Forum at their headquarters in Newcastle, bringing together industry leaders across all sectors to discuss the future of customer service. This willingness to collaborate and lead industry discussions further reinforces NHSBSA’s position as a benchmark organisation within the sector.


As they continue their journey towards excellence, NHSBSA remains a shining example of how accreditation, leadership, and a customer-first approach can drive real impact.


Want to learn more about CCA Global Accreditation© and how it can support your organisation’s journey to excellence? Get in touch with us today.