PRESS RELEASE
CCA ANNOUNCES 2024 EXCELLENCE AWARDS SHORTLIST

CCA is delighted to announce the companies and individuals shortlisted for 2024's prestigious Excellence Awards.

Winners will be announced at a celebratory event on 25 April 2024 in Glasgow.

CCA Chief Executive Anne Marie Forsyth said, "Congratulations to everyone shortlisted for this year's Excellence Awards who truly represent the best in customer service. Businesses in the CCA network continue to work tirelessly to ensure they continue to provide the best service possible for customers.

"Many lessons have been learned as we work through challenging times, increased vulnerability and employee wellbeing issues. It is a real privilege to discover the approaches taken to safeguard excellent practices, supporting customers and employees with a common agenda of continual improvement."

About CCA Excellence Awards
CCA Excellence Awards recognise world-class professional achievement in customer service, and are judged by a panel of experts from a range of sectors and specialisms, with final deliberation by a fifty-strong peer judging committee chaired by Andrew Mends, Operations Director of GAVI Alliance, who has presided over this important task for the last ten years.

Andy said: "The bar has been raised once again this year. The judges are always hugely impressed by the high calibre of submissions across all categories and I know some of the categories are extremely close as we enter the next phase of judging. It is exciting to see so many entries from major brands, and we are delighted that CCA's reputation as a global standard bearer in customer service continues to grow."

 

THE SHORTLIST

CUSTOMER EXPERIENCE BRAND OF THE YEAR 
Coventry Building Society 
HomeServe 
Nationwide Building Society

CONTACT CENTRES – GREAT PLACES TO WORK
Barclays, Glasgow Customer Experience Centre
Chase UK, People and Culture Team
Coventry Building Society 
NHS Business Services Authority, Customer Operations Team 
Vodafone UK

INNOVATION IN CUSTOMER SERVICE 
Barclays
The Co-operative Bank
HomeServe 
Jigsaw Homes Group
Yodel and Concentrix + Webhelp

ENVIRONMENTAL, SOCIAL & GOVERNANCE IMPACT AWARD
The Co-operative Bank
Legal & General

EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION
Home Protect and Concentrix + Webhelp
iD Mobile and Concentrix + Webhelp
NatWest and Firstsource 

EXCELLENCE IN SKILLS, LEARNING & DEVELOPMENT 
Barclays
Concentrix + Webhelp
The Co-operative Bank
Police Scotland 

EXCELLENCE IN REMOTE WORKING CULTURE
Capita Experience
Nationwide Building Society
NatWest
Results CX

BEST TECHNOLOGY PARTNERSHIP
DVLA/Content Guru
Elephants Don't Forget and Microsoft
Liberata Customer Services and IPI
NatWest and AWS

BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION
SGN
Sky

MOST EFFECTIVE ATTRACTION & RECRUITMENT PROGRAMME 
Legal & General
NHS Business Services Authority

MOST EFFECTIVE CUSTOMER VULNERABILITY STRATEGY 
Barclays
Liberata
Police Scotland
Scottish Widows
SGN
Telefonica O2 (Virgin Media O2)
The Very Group

MOST EFFECTIVE WORKPLACE HEALTH & WELLBEING PROGRAMME 
Barclays 
DVLA
Fexco

DIRECTOR OF THE YEAR 
Rohit Sharma, Barclays
Dan Bennett, ScS

MANAGER OF THE YEAR 
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

TEAM LEADER OF THE YEAR 
Helen Clensy, The Co-operative Bank
Sophie Ellio, 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

RISING STAR AWARD 
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

DIVERSITY & INCLUSION CHAMPION AWARD 
Sheldon McCrae, Sky
Ekta Narula, Barclays
Vodafone UK

TEAM OF THE YEAR 
Barclays - Customer Care Barclaycard Disputes
Barclays – Fraud Detection Team
Caledonian MacBrayne
Concentrix + Webhelp
The Co-operative Bank
Currys
DVLA - Driver's Customer Support Team
Legal & General Retail Annuities
Scottish Widows
Sky
Vodafone UK

TEAM OF THE YEAR – BACK OFFICE 
Barclays
Chase UK - Complex Fraud & Resolution Team
Chase UK - First Party Fraud Team
Concentrix + Webhelp
Legal & General
Serco