Recognising intelligent use of data to drive better experiences, decisions, and outcomes.
Celebrating transformative learning strategies that unlock potential and performance.
Recognising exceptional workplace cultures across all sizes of organisation that are creating environments where people thrive.
Showcasing smart, ethical innovation that delivers measurable service improvement.
Shining a light on the teams powering seamless customer and colleague journeys behind the scenes.
Recognising teams who turn challenges into trust-building moments and service excellence.
The Back Office Team of the Year award recognises outstanding behind-the-scenes teams who play a vital role in delivering seamless customer experiences and operational excellence.
The Complaints Team of the Year Award recognises the team that has demonstrated exceptional skill, empathy, and professionalism in managing and resolving customer complaints.
The Customer Engagement Team of the Year Award recognises a front office team that excels in engaging customers, providing personalised service, and building strong customer relationships.
The Customer Service Team of the Year Award celebrates a customer service team that has demonstrated exceptional teamwork, collaboration, and performance, resulting in outstanding customer service outcomes.
The Employee Support Team of the Year Award recognises a team that provides exceptional support to employees, fostering a positive work environment and enhancing overall productivity and morale.
The Fraud Prevention Team of the Year Award recognises a team that has demonstrated outstanding success in detecting and preventing fraud, thereby protecting both the organisation and its customers from financial losses.
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The Learning and Development Team of the Year Award recognises a team that has collaboratively developed and implemented successful learning and development programmes, enhancing the overall skill set and performance of the workforce.
The Multi-Channel Support Team of the Year Award celebrates a team that excels in delivering consistent and high-quality customer support across various channels, such as phone, email, live chat, and social media.
The Director of the Year Award recognises a leader who has demonstrated exceptional vision, leadership, and commitment to driving customer service excellence within their organisation.
The Manager of the Year Award recognises a manager who has excelled in their role by demonstrating strategic vision, strong management skills, and the ability to drive significant business results.
The Rising Star Award recognises and celebrates an individual who is relatively new to the customer service industry but has already shown exceptional promise, leadership, and impact in their role.
The Team Leader of the Year Award celebrates a team leader who has demonstrated outstanding leadership qualities and effectively managed their team to achieve high performance, engagement, and morale.
The Trainer of the Year Award celebrates and recognises an individual who has shown exceptional skill and dedication in training employees, leading to significant improvements in their performance and capabilities.
The Best BPO Partnership Award celebrates excellence in collaboration and outsourced service delivery.
The Best Technology Partnership Award celebrates the most impactful and innovative technology partnership that has significantly enhanced customer service and experience operations.
The Best Use of AI and Automation Award celebrates organisations at the forefront of innovation, recognising those who have leveraged AI and automation technologies to elevate efficiency, accuracy, and customer satisfaction in their service operations.
The Best Use of Customer Insight & Management Information (MI) award recognises organisations that are turning data into action driving meaningful improvements in customer experience, service design, and business performance.
The Contact Centres: Great Places to Work award celebrates excellence across all sizes and types of contact centre operations whether large, multi-site operations or smaller, highly specialised teams.
The CX Brand of the Year Award celebrates organisations that have achieved remarkable success in delivering superior customer experiences. This award highlights businesses that go above and beyond in creating customer-centric strategies, achieving high levels of customer satisfaction, and implementing innovative practices that set them apart in their industry.
The Excellence in Continuous Improvement Award recognises organisations that have demonstrated exceptional commitment and success in implementing continuous improvement strategies and practices, contributing to enhanced customer experience and operational excellence.
The Excellence in Digital Transformation Award celebrates organisations at the forefront of leveraging digital technologies to revolutionise customer service.
The Excellence in Diversity, Inclusion, and Equity Award recognises organisations who have demonstrated outstanding commitment and success in promoting diversity, inclusion, and equity within their workplace or community.
This award recognises organisations that demonstrate outstanding performance across environmental, social, and governance (ESG) pillars within their customer service operations.
This award recognises organisations that have successfully transitioned to and excelled in managing a hybrid workforce.
In an ever-evolving market, staying ahead of the curve in customer service is paramount. The Innovation in Customer Service Award recognises organisations that have harnessed the power of creativity and technology to transform their customer service landscape.
The Most Effective Customer Vulnerability Strategy Award recognises organisations at the forefront of supporting vulnerable customers.
The Most Effective Workplace Health & Wellbeing Award celebrates organisations that prioritise employee well-being and foster engagement through innovative strategies.
The Outstanding Learning & Development Programme Award recognises organisations that place learning at the heart of their success equipping their people with the skills, confidence, and mindset needed to thrive in a fast-changing world.
- 2025 Winner, Team of the Year
- 2025 Finalist, Service Innovation
Best BPO Partnership - Highly Commended
Department for Education
Best BPO Partnership
RAC & Renault Group UK
Best Technology Partnership - Bronze
Liberata & IPI
Best Technology Partnership - Gold
Concentrix & Pearson
Best Technology Partnership - Silver
Vodafone UK & Thrive Learning
Best Use of Automation
Content Guru & Together
Bronze Achievement Award
Allwyn
Bronze Achievement Award
Dept for Education
Bronze Achievement Award
Energy Savings Trust
Bronze Achievement Award
MUFG Corporate Markets
Customer Engagement Team of the Year
Scottish Widows
Customer Resolution Team of the Year
Coventry Building Society
Customer Resolution Team of the Year - Highly Commended
Barclays
Customer Service Team of the Year - Bronze
Scottish Widows
Customer Service Team of the Year - Silver
The Co-operative Bank
Customer Service Team of the Year- Gold
Legal & General (Inhouse Customer Service Team)
.jpg "Customer Service Team of the Year- Gold - Legal & General (Inhouse Customer Service Team)")
CX Brand of the Year
RAC & Renault Group UK
Director of the Year
Samantha Richards, Coventry Building Society
Director of the Year Finalist
Michael Watts, Barclays
Director of the Year Finalist
Sathish Peethambaran, Barclays
Employee Support Team of the Year - Bronze
Barclays
Employee Support Team of the Year - Gold
NHSBSA
Employee Support Team of the Year - Silver
Currys
Excellence in Continuous Improvement
Coventry Building Society
Excellence in Continuous Improvement - Highly Commended
Places for People
Excellence in Digital Transformation
Concentrix & Home Protect
Excellence in Diversity, Equity & Inclusion
Barclays
Excellence in Hybrid Workforce Management
Legal & General
Excellence in Inclusivity & Accessibility
SGN
Fraud Prevention Team of the Year
Barclays
Gold Achievement Award
Equiniti
Great Places to Work
SGN
Innovation in Customer Service
SGN
Learning & Development Team of the Year - Highly Commended
DVLA
Learning & Development Team of the Year
Legal & General
Manager of the Year Bronze
Rebecca Horner, Barclays
Manager of the Year Gold
Andy Scott, Natwest
Manager of the Year Silver
Dan Crennell, Coventry Building Society
Member of the Year
Capita Experience
Member of the Year
Scott Gunderson, Scottish Widows
Member of the Year
Sharon Forder, CHP
Mentor of the Year
Prince Singh, Barclays
Most Effective Customer Vulnerability Strategy - Bronze Award
Liberata
Most Effective Customer Vulnerability Strategy - Gold
SGN
Most Effective Customer Vulnerability Strategy - Silver Award
Standard Life, Part of Phoenix Group
Most Effective Workplace Health & Wellbeing Strategy
Barclays
Multi Channel Support Team of the Year Gold
Vodafone UK
Multi-Channel Support Team of the Year Bronze
Barclays Service Management Support Team
Multi-Channel Support Team of the Year Silver - The Co
operative-Bank
Rising Star - Bronze Caitlin Russell
The Co-operative Bank
Rising Star
Silver Adam Sumner, Places for People
Rising Star Gold
Robyn Ayensu, Coventry Building Society
Silver Achievement Award
Caledonian MacBrayne 2
Silver Achievement Award
Caledonian MacBrayne
Silver Achievement Award
Liberata Customer Services
Team Leader of the Year
Bronze Chris Martin, Barclays
Team Leader of the Year Gold
Charlotte Straker, Places for People
Team Leader of the Year Silver
Laura Cox, Scottish Widows
Trainer of the Year
Ava Pascoe, Legal & General
Align your story with the right theme
Simple, guided entry process
All entries reviewed by independent experts
Join our Awards Gala in Manchester, November 2026
If you are considering entering the awards, please register your interest by completing the form.
Please select one or more of the categories you are interested in.
On receipt of your details, we will send you an email containing links to the awards entry portal to start your submission process.
For more information contact the team
A total of 3 entries for a fee of £895 plus VAT. From 1 September 2025 this rate increases to £995 plus VAT.
Additional entries will be charged at £250 plus VAT per entry before 1 September, increasing to £295 plus VAT from 1 September onwards,
CCA Platinum Members receive one free entry, thereafter the fee is as noted above.
All applicants will receive:
* A detailed feedback report for each entry submitted with comments from judges and suggestions for improvement/elaboration.
* Shortlisted entries will receive an additional, detailed feedback report following their presentation to judges with suggestions for improvement.
* * If short-listed, you will be invited to take part in a discussion with CCA Judges to discuss your submission.
* An entry certificate and short-listed certificate (if applicable) and materials to promote involvement in the programme will be available.
* For winners, a CCA Excellence Award trophy, press opportunities and additional profile to celebrate winning.
Once all applications have been received an invoice will be issued. Payments can be made via credit card, cheque, or BACS transfer. You can contact our Finance Team for more information. All entries must be paid for, even if you are not successful in reaching the shortlist.
Midnight on Friday 28 November 2025
Yes, as long as all amendments are made prior to the published entry deadline. To amend your entry, simply upload your amended document onto the online submission website and send an email to the Awards Manager to advise of this amendment, indicating what entry should be discounted from judging i.e. category and date submitted.
The judging panel is made up of an independent group of professionals from all sectors. All judges must have at least three years' experience in customer service and demonstrate a sound knowledge of operational processes with multichannel experience.
Each individual submission is scored independently by three members of our judging panel. These scores are combined to provide a total score. The shortlist will include companies/individuals that reach the minimum benchmarking score for the category entered. Feedback on written submissions is provided to entrants at the time of being notified whether or not they have been successful in reaching the shortlist.
Shortlisted entrants will then be invited to take part in a discussion with CCA Judges which provides a final score. This final score is added to the scores allocated at the written submission stage.
No. To make the process as fair as possible we require all submissions to be entered by the agreed submission date.
The online entry system will calculate your overall word count, automatically applying a discretionary 10% allowance. If you exceed this total word count allowance a message will appear on screen highlighting this to you. You should adjust your entry accordingly or risk your score being penalised by judges.
Prepare your entry in a word doc first of all. Award entries should then be submitted using the online entry form.
Entrants are able to upload images, tables, and graphs to support their entries. These should be a maximum of 10mb per file and is limited to a maximum of 5 files per submission. This should not be used for customer/colleague testimonials or additional supporting documents, which will be included in the overall submission word count.
Where possible, include all text in the online entry form. Video/media files cannot be submitted. Acceptable appendices include photos, links to videos, data tables, graphs. Unacceptable appendices include quotes/accolades, additional text.
The shortlist will be announced on the 9 January 2026
All shortlisted entrants will be required to participate in a verification call with a member of the Excellence Awards Committee. This provides Committee Members with the opportunity to question entrants further on their submission and offers entrants the opportunity to provide additional information in sections that may have scored lower as identified by judges in the written submission stage.
CCA or your appointed Judging Panel Member will be in touch to arrange a suitable time and date for this call.
It is preferable that a maximum of 2 participants per shortlisted entry contributes to the presentation. Where two organisations have submitted a joint application, there may be a representative from each organisation. For individual categories, nominees may have their nominator/line manager present to support them during presentation. However, this must be carried out by the nominee and the Judging Panel Member will decide if input from the nominator will be contributed to the final score.
No further input is required from entrants after this stage. Committee Members will allocate a final score, based on the presentation, which will be added to the 3 scores already allocated by judging panel members at the written submission stage. Winners will be those with the highest score in each category. Winners will then be announced at the Awards Ceremony.
Winners will be announced at the CCA Excellence Awards Gala Dinner in Glasgow on the 23 April 2026
Shortlisted entrants who are unable to attend the Awards Ceremony can nominate a representative to accept the award on their behalf. Alternatively, the winner will be announced, and the Award will be forwarded separately following the event.
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