Hundreds of senior customer service leaders from across the UK and beyond gathered yesterday to celebrate the winners of the 2025 CCA Global Excellence Awards – the leading event that recognises world-class achievement in customer service and experience.

Running for more than 25 years, CCA Awards remain a benchmark of excellence, highlighting innovation, resilience, and outstanding performance across both public and private sectors. This year's awards spotlighted organisations and individuals who have gone above and beyond in supporting customers and employees, navigating change, and delivering measurable improvements in service.

CCA Executive Chair Anne Marie Forsyth said, "This year's entries reflect the extraordinary efforts made by organisations to continuously raise the bar in customer service. The pace of change remains relentless, with new pressures emerging for customers and employees alike. What we've seen is a collective commitment to adapt with empathy, integrity and innovation."

"Those involved in the CCA network share a common ambition – to achieve excellence in customer and employee experience. It's a privilege to learn from their journeys, and to celebrate such a high standard of professionalism and impact."

"Warmest congratulations to all of our winners and finalists. You are setting the standards for the future of our industry."

The unique peer-judging process is one of the most rigorous in the industry, involving over 50 expert customer service leaders across a range of sectors and specialisms, with final deliberation by a highly experienced review committee. The panel was chaired once again by Andrew Mends, Operations Director at the GAVI Alliance, who has led this esteemed process for the past 12 years. He commented, "We were once again impressed by the calibre of this year's submissions – each one reflecting a genuine dedication to better outcomes for customers. The competition was fierce, making it a tough job for our judges, and a great achievement for everyone who reached the shortlist. You should all be extremely proud."

A huge thank you to our sponsors Capita and Smartnumbers for their support in recognising innovation and excellence across the market.

THE WINNERS ARE…

CCA GLOBAL ACCREDITATION FOR CUSTOMER EXPERIENCE© ACHIEVEMENT AWARDS

PLATINUM WINNERS consistently achieving CCA Global Accreditation for Customer Experience© for 20+ years.

Fexco Managed and Advisory Services

GOLD WINNERS consistently achieving CCA Global Accreditation for Customer Experience© for 15+ years.

Allied Bakeries, Consumer Care and Customer Services 
Equiniti
InPost
One Vision Housing

SILVER WINNERS consistently achieving CCA Global Accreditation for Customer Experience© for 10+ years.

Caledonian MacBrayne
Liberata Customer Services

BRONZE WINNERS consistently achieving CCA Global Accreditation for Customer Experience© for 5+ years.

Customer & Retail Care, Allwyn UK
Department for Education - Customer Service Enterprise Operations Division
Energy Saving Trust 
Glory Global Solutions International Limited
MUFG Corporate Markets, A division of MUFG Pension & Market Services

MEMBER OF THE YEAR AWARDS

Member of the Year 2025 – Longstanding Contribution
Presented to Capita recognising 30 years of membership demonstrating a legacy of leadership and outstanding dedication in shaping the agenda for customer experience in the UK and beyond, and we are incredibly proud to celebrate this milestone today.

Member of the Year 2025
For outstanding commitment to collaboration and sharing best practice in customer service excellence – awards presented to:

For individual recognition - Sharon Forder, CHP 
For leadership recognition - Scott Gunderson, Scottish Widows 

CCA EXCELLENCE AWARDS 2025

Director of the Year
Sathish Peethambaran, Barclays
Samantha Richards, Coventry Building Society
Michael Watts, Barclays

WINNER: Samantha Richards, Coventry Building Society

Customer Experience Brand of the Year 
WINNER: RAC/Renault Group UK 

Great Places to Work 
Barclays
SGN

WINNER: SGN

Innovation in Customer Service 
SGN
Standard Life, Part of Phoenix Group

WINNER: SGN

Most Effective Customer Vulnerability Strategy
BRONZE WINNER: Liberata
SILVER WINNER: Standard Life, Part of Phoenix Group
GOLD WINNER: SGN

Most Effective Workplace Health & Wellbeing Strategy
WINNER: Barclays

Excellence in Diversity, Equity and Inclusion
Barclays
Coventry Building Society
Sky

WINNER: Barclays

Excellence in Hybrid Workforce Management 
WINNER: Legal & General

Excellence in Inclusivity and Accessibility 
WINNER: SGN

Excellence in Continuous Improvement
Barclays
Caledonian MacBrayne
Coventry Building Society
Places for People
Vodafone UK

WINNER: Coventry Building Society

HIGHLY COMMENDED: Places for People

Excellence in Digital Transformation 
WINNER: Concentrix and Homeprotect

Best Use of AI & Automation 
WINNER: Content Guru & Together 

Best BPO Partnership
Capita
Concentrix and First Direct
Department for Education
RAC/Renault Group UK 

WINNER: RAC/Renault Group UK 

HIGHLY COMMENDED: Department for Education

Best Technology Partnership
Barclays (Social Media Customer Messaging and Virtual Experience and Sprinklr)
Barclays (Tech with Ops (TOPS))
Capita, AWS and Uisce Éireann 
Concentrix and Pearson
Jet2 Holidays & QStory 
Liberata & IPI
Vodafone UK & Thrive Learning

BRONZE WINNER: Liberata & IPI
SILVER WINNER: Vodafone UK & Thrive Learning
GOLD WINNER: Concentrix and Pearson

Mentor of the Year 
WINNER: Prince Singh, Barclays

Trainer of the Year
Miftah Ali, Barclays
Ava Pascoe, Legal & General
Antony Warner, Barclays

WINNER: Ava Pascoe, Legal & General

Rising Star
Robyn Ayensu, Coventry Building Society
Tiana Drennan, Legal & General
Ashley Hughes, DVLA
Selby Khumalo, Caledonian MacBrayne
Selina McLaren, Barclays
Caitlin Russell, The Co-operative Bank
Adam Sumner, Places for People
Emma Healey, Vodafone UK

BRONZE WINNER: Caitlin Russell, The Co-operative Bank
SILVER WINNER: Adam Sumner, Places for People
GOLD WINNER: Robyn Ayensu, Coventry Building Society

Team Leader of the Year
Laura Cox, Scottish Widows
Nicholas Johnson, Barclays
Daniel Jones, DVLA
Chris Martin, Barclays
Tina Simkin, DVLA
Charleigh Sinclair-Berrow, Legal & General
Charlotte Straker, Places for People

BRONZE WINNER: Chris Martin, Barclays
SILVER WINNER: Laura Cox, Scottish Widows
GOLD WINNER: Charlotte Straker, Places for People

Manager of the Year
Christopher Anstee, Legal & General
Dan Crennell, Coventry Building Society
Rebecca Horner, Barclays
Guru Raghavan, Barclays
Andy Scott, NatWest
Claire Swain, DVLA
BRONZE WINNER: Rebecca Horner, Barclays
SILVER WINNER: Dan Crennell, Coventry Building Society
GOLD WINNER: Andy Scott, NatWest

Customer Engagement Team of the Year
Barclays
Scottish Widows
Vodafone UK

WINNER: Scottish Widows

Customer Resolution Team of the Year
Barclays
Coventry Building Society
Currys (Customer Executive Resolution Team)
Currys ("Customers for Life" Team)

WINNER: Coventry Building Society

HIGHLY COMMENDED: Barclays

Employee Support Team of the Year
Barclays
Currys
DVLA
Liberata
NHS Business Services Authority

BRONZE WINNER: Barclays
SILVER WINNER: Currys
GOLD WINNER: NHS Business Services Authority

Learning & Development Team of the Year
Barclays
DVLA
Legal & General

WINNER: Legal & General

HIGHLY COMMENDED: DVLA

Fraud Prevention Team of the Year – sponsored by Smartnumbers
Barclays
The Co-operative Bank

WINNER: Barclays

Multi-Channel Support Team of the Year
Barclays (Proactive Incident Team)
Barclays (Service Management Support Team)
The Co-operative Bank
Vodafone UK

BRONZE WINNER: Barclays (Service Management Support Team)
SILVER WINNER: The Co-operative Bank
GOLD WINNER: Vodafone UK

Customer Service Team of the Year - sponsored by Capita Experience
Barclays
Caledonian MacBrayne
The Co-operative Bank
Coventry Building Society
Department for Education
Legal & General (Inhouse Customer Service Team)
Legal & General (Intermediary New Business) 
NatWest
Scottish Widows
Serco CEE
Vodafone UK

BRONZE WINNER: Scottish Widows
SILVER WINNER: The Co-operative Bank
GOLD WINNER: Legal & General (Inhouse Customer Service Team)