CCA Global is delighted to announce the companies and individuals shortlisted for 2026's prestigious Excellence Awards.

Winners will be announced at a celebratory event on 23 April 2026 in Glasgow.

CCA Executive Chair 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, anticipating the impact of technology innovations, 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.

“We look forward to celebrating the achievements of these outstanding finalists and continuing to support their journey towards excellence."

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 over 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
Legal & General
One Stop Healthcare

Excellence in Digital Transformation
DVLA
NHS 24 Digital Transformation Programme Team

Innovation in Customer Service
Barclays NTC Proof of Concept Team
Coventry Building Society
RAC & Mobility
StoneX Financial Ltd - StoneX Client Management
TalkTalk

Best BPO Partnership
Concentrix and Asda
Concentrix and iD Mobile
Concentrix and RAC

Best Use of AI & Automation
Barclays Virtual Experiences Lab
Department for Education - CSEO Data & Insights Team/Data Science Team
Financial Conduct Authority
NatWest Complaints AI Team
Zeno Group Premier Support EMEA

Best Technology Partnership
Capita and Centrical
IP Integration and Europa Group
Nationwide Building Society and QStory
TalkTalk

Excellence in Diversity, Equity and Inclusion
Energy Saving Trust
Financial Conduct Authority

Excellence in ESG (Environmental, Social, and Governance)
Energy Saving Trust
Legal & General

Most Effective Customer Vulnerability Strategy
Scottish Widows
SGN Social Impact Team
St. James's Place

Excellence in Continuous Improvement
Barclays IVR Optimisation Team
Caledonian MacBrayne
Currys
NHS 24
SGN

Best Use of Customer Insight & MI
Birmingham City Council Customer Insight & MI Team
Concentrix and Govia Thameslink Railway
RAC & Renault Group
SGN Customer Experience Team
TalkTalk
Uisce Eireann CDS Reporting Team
The Very Group Customer Care Insights Team (Speech Analytics)

Customer Service Team of the Year
Barclays Bank PBWM Client Enablement
Barclays ECC Voice Operations
Birmingham City Council
Capita and Kurt Geiger
M&G Customer Care Team
Scottish Widows
Scottish Widows Workplace Operations
Standard Life Enhanced Services Team
Virgin Money Mortgage Ops - Customer Contact Centre

Back Office Team of the Year
Barclays Savings Operations Team
Chase UK - First Party Fraud Mule Investigations Team
Currys Online Order Processing Team
Currys Transformation Team
DVLA
NatWest Change Coordination
NatWest Platform Experience Team
NatWest Resource Planning Development Team
Places for People Operational Change & Improvements Team
Scottish Widows
SGN Social Impact & Careline Team

Complaints Team of the Year
Barclays Customer Relations Complaints Team
Birmingham City Council Customer Complaints Team
Chase UK
Currys
Hiscox
SGN Complaints Team
The Very Group Executive Complaints Team

Customer Engagement Team of the Year
SGN Safe and Warm Team

Employee Support Team of the Year
Currys ICE Team (Inclusion, Charity & Events)
NatWest CX South Employee Support Team  

Fraud Prevention Team of the Year
Barclays Fraud and Scams Prevention Team
Chase UK - Customer Protection Group - Fraud Prevention
The Co-Operative Bank
Currys CID Team
Starling Bank Fraud Operations & Strategy

Learning & Development Team of the Year
Chase UK - Learning and Development
Concentrix Learning & Development and Egencia
DVLA Training - Coaching and Support Team
NHS 24 Training and Practice Education Team
NHS Business Services Authority
Starling Bank - The Competency Training Team

Multi-Channel Support Team of the Year
Chase UK - Daily Banking
DVLA Contact Centre Multi Channel Team
RAC & Renault Group
Serco Operational Excellence Team

Outstanding Learning & Development Programme
Allwyn UK
Concentrix Learning & Development and Egencia
The Very Group Hearts & Minds Programme

Director of the Year
Shanthi Arumugam, Barclays
Stuart Balnaves, Department for Education
Justin Barrett, Places for People
Wendy Griffiths, Birmingham City Council

Rising Star
Dan Gillan, M&G
Jack Hartley, NatWest
Sophie Knight, Legal & General
Luke Morris, DVLA Contact Centre
Tarmara Parnell, Starling Bank
Stuart Shearer, Places for People

Team Leader of the Year
Muntazir Khatau, Currys
Vickie McHugh, The Co-Operative Bank
Tracy Miller, Barclays Bank
Adelle Mitchell, Chase UK
Paul Olsen, Barclays
Luke Phillips, Starling Bank
Samantha Taylor, Currys
Katie Underwood-Corroboy, Currys

Trainer of the Year
James Cahill, Barclays Bank

Manager of the Year
Rebecca Cockeram, Starling Bank
Nick Ellyard, Barclays
Carla Horrigan, Capita
Simon Pilkington, Currys
Fiona Quinn, Legal & General


The winners will be announced at a prestigious awards gala dinner in Glasgow on 23 April 2026. For full details of the event and to book your place click HERE.