Introducing our 2024 Finalists
Individual Categories
Agent of the Year
Morgan Pace, CGI
Alison Fletcher, First Customer Contact
Paul Sant, Hansgrohe
Steven Nugent, McDonald’s
Bee Hunter, NFU Mutual
Rebecca Browniee, nPower Business Solutions powered by E.ON
Michelle Gaines, PSPS
Dannielle Wilson, Moneycorp
Shummi Begum, Westminster City Council
Robyn Cawdron, Wheatley Group
Caroline Pinkney, CC33
Senior Agent of the Year
David Smiton, NFU Mutual
Ellen MacLauchlan, Wheatley Group
Jamie Atkar, nPower Business Solutions powered by E,ON
Jo Hunt, Woven
Mariam Hammoudan, Westminster City Council
Ryan Haxley, CGI
Tegan Caster, McDonald’s
Vikke Chambers, McDonald’s
Team Leader of the Year
Ellis Delaney – CGI
Joe Daves – CGI
Shelley Platts – DHL Express
Kevin Holland – First Customer Contact
Kenny Walker – M247
Kelly Stevenson – McDonald’s
Steve Ifield – Moneycorp
Rebecca Jefferson – NFU Mutual
Emma Hipwell – PSPS
Emma Moore – PPL PRS Ltd
Manager of the Year
Natalie Owen, CAMC
Anthony Goodwin, CGI
Hester Walters, DHL Express
Asif Khan, DHU Healthcare
Kira Wishart, ESP GRoup
Brodie Spitfire-Jagger, First Customer Contact
Lisa Thompson, Hansgrohe
Jasmin Caster, McDonald’s
Chris Howells, NFU Mutual
Matt Duffy, NFU Mutual
Patricia Hetherington-Lee, PPL PRS Ltd
Jacqueline Naughton, Vax UK Ltd
Nadia Ali, Westminster City Council
Michael Armstrong, Wheatley Group
Head of Contact Centre / Director of the Year
Amy Hollingworth, DDC OS
Greg Aiello, PPL PRS Ltd
Judy Unwin, CC33
Kathryn McNabb, nPower Business Solutions powered by E.ON
Pauline Hand, DHU Healthcare
Paul Manley, DHL Express
Theresa Lawson, ESP Group
Customer Experience Manager of the Year
Joanne Bonser-Storey, DDC OS
Karen Bridgeman, DHL Express
Lee-Anne McHugh, Wheatley Group
Natalie Lonsdale, USMAART
Victoria Jones, CGI
Support Person of the Year
Claire Utting, Vax UK Ltd
Craig Bruce, Wheatley Group
Ed Evans, CGI
Louise Raffan, nPower Busioness Solutions powered by E.ON
Paige Pass, First Customer Contact
Paul Fleming, NFU Mutual
Rebecca Gordan, Westminster City Council,
Reece Southwood, PSPS Ltd
Scott Rodney, Vax UK Ltd
Vulnerable Customer Champion
Deborah Cooke, First Customer Contact
Kenny Graham, Scottish Friendly
Culture and Inclusivity Champion
Niomi Porter, NFU Mutual
Paul Rodney, DHL Express
Lisa Cook, Westminster City Council
Industry Newcomer of the Year
Ana Chelaru, M247
Claudia Jeronimo, PPL PRS Ltd
Jenny Attwood, Vax UK Ltd
Joanne Kenney, Vax UK Ltd
Lisa Bird, Caravan and Motorhome Club (CAMC)
Susan Jones, Vax UK Ltd
Going the Extra Mile
George Papreanu, Moneycorp
Izabela Lasek, Westminster City Council
Team Categories
Complaints Management Team of the Year
Ascensos
Caravan and Motorhome Club (CAMC)
Lemon Contact Centre
NFU Mutual
PPL PRS Ltd
Scottish Friendly
Customer Experience Team of the Year
Allocation Team, Incommunities
Konecta with Danone UK
Commercial Leadership Team, PPL PRS Ltd
Digital & innovation Team, Westminster City Council
Customer Experience Team, West Sussex County Council
Customer Service Team of the Year
Customer Service Team, Ascensos with SpaceNK
Customer Service Team, Arvatoconnect with VIVOBAREFOOT
Customer Service Team, Carecall247
Customer Service Team, Concentrix with Yodel
Senior Leadership Team – CS, DHL Express
DHU 111 Frontline NHS Team, DHU Healthcare
Customer Service Team, ESP Group
Specialist Sales Team, First Customer Contact
Customer Service Team, Hansgrohe
Customer Service Team, M247
Motor Claims Team, NFU Mutual
Customer Contact Team, PSPS
Customer Service Team, SNG
Customer Service Team, Utilities Warehouse
Customer Advocacy Team, Westminster City Council
Customer Service Team, Citizens Advice, Gateshead
Support Team of the Year
Resource Team, CAMC
Quality Team, CC33
InCAS Team, CGI
InTEC Team, CGI
Customer Service Development Team, DHL Express
Programme Management TEam, DHU Healthcare
Business Integrity & Compliance Team, First Customer Contact
Performance Management Team, nPower Business Solutions powered by E.ON
HR Team, Foundever
Learning and Development Team, Foundever
Recruitment Team, HGS UK
WFM and Insight Team, HGS UK
Marketing & PR Team, PPL PRS Ltd
ICT & Digital Team, PSPS
Digital & Innovation Team, Westminster City Council
Company Categories
Best Customer Experience
AllClear Travel Insurance
CGI
Concentrix & Yodel
InsureandGo
Lemon Contact Centre
M247
Westminster City Council
Best Health & Wellbeing Programme of the Year
Caravan and Motorhome Club (CAMC)
DHL Express
Lemon Contact Centre
Best use of Technology
Carecall247
CGI – Customer Thermometer
CGI – QStory
Content Guru with DVLA
EVRI
Foundever – EverConnect
Foundever – EverGPT
Lemon Contact Centre
UP3 with Southeastern
Westminster City Council
Digital Transformation Programme of the Year
Concentrix & Homeprotect
dotdigital
Employee Engagement Strategy of the Year
DHL Express
Foundever
JCT600
McDonald’s
Improvement Strategy
Concentrix & Homeprotect
M247
Nucleus
Outsourcing Partnership of the Year
Arvatoconnect with VIVOBAREFOOT
ATM with VUE
CAMC with RSVP
Concetrix with Homeprotect
Foundever with Heathrow Airport
Foundever with John Lewis & Partners
Foundever with OVO Energy
Foundever with Virgin Media O2
ESP Group with Transport for London
Interact with Kraft Heinz
Lemon Contact Centre with Honeydew Health
Newstel with Urban Outfitters
Outworx with Musicmagpie
Best Contact Centre Workplace of the Year
Appello
Caravan & Motorhome Club (CAMC)
JCT600
Lemon Contact Centre
M247
nPower Business Solutions powered by E.ON
Public Sector Contact Centre of the Year
DHU Healthcare
PSPS
Westminster City Council
Small Contact Centre of the Year
McDonald’s
ESP Group
NFU Mutual
nPower Business Solutions powered by E.ON
Nucleus
SNG
Medium Contact Centre of the Year
Caravan & Motorhome Club (CAMC)
First Customer Contact
JCT600
Lemon Contact Centre
M247
Large Contact Centre of the Year
Appello
CGI
DHL Express
DHU Healthcare