2019 National Awards

Congratulations to everyone that reached the final of the 2019 UKCCF Awards on Friday. The evening was a massive success with 27 awards categories announced by our host Tom Allen.

Thank you to everyone for participating. We can’t wait to welcome you all again next year. Special thanks to all of our sponsors:

Click on the links below to navigate this page.

Winners Sponsors Judges 2018 Winners

2019 UKCCF Awards Winners

Agent of the Year

(South)

GOLD

Jamie Fountain
Simply Business

SILVER

Kenneth Barrs
Sitel

BRONZE

Jayne Apted
Reigate and Banstead Council

Agent of the Year

(North)

GOLD

Kirsten Watson
SSE

SILVER

Lisa Doggett
ReAssure

BRONZE

Sian Parry
RAC

Team Leader of the Year

(North)

GOLD

Jo Benton
McDonalds

SILVER

Jamie Crewe
Close Brothers

BRONZE

Michaela Young
Sitel

Team Leader of the Year

(South)

GOLD

Tyron Anderson
Ikano Bank

SILVER

Louise Taylor
ReAssure

BRONZE

Kala Blakemore
RAC

Manager of the Year

(South)

GOLD

Jeevan Sangra
Yopa

SILVER

Heather Sawyer
McDonalds

BRONZE

Sarita Banyard
Sitel

Manager of the Year

(North)

GOLD

Amer Crawford
Census Life

SILVER

Stephen Walsh
ReAssure

BRONZE

Jamie Rugg
ResQ

Head of Customer Service /
Director of the Year

GOLD

Adam Ford
H M Land Registry

SILVER

Sophie Cotton
Seasalt Cornwall

BRONZE

Richard Jennings
Yopa

Support Person of the Year

GOLD

Guner Mazlum
Ikano Bank

SILVER

Hayley Olsen
Agilisys / Kent County Council

BRONZE

Mary-Christine Brannigan
FirstCare

Samuel Webb
Close Brothers

Going the Extra Mile

GOLD

Jon Jones
Stonewater

SILVER

Loice Murazvu
FirstCare

BRONZE

Robert Skinner
Sitel

Complaints Management Team of the Year

GOLD

Yopa

SILVER

Flybe & Sitel

BRONZE

Virgin Trains & UP3

Recruitment Team of the Year

GOLD

The AA

SILVER

Sykes Shared Service Centre

BRONZE

Ikano Bank

Social Customer Service Team of the Year

GOLD

Redrow Homes & CrowdControlHQ

SILVER

Danone & HGS

BRONZE

TalkTalk

Support Team of the Year

GOLD

Dixons Carphone

SILVER

Yopa

BRONZE

Simply Business

Customer Experience Team of the Year

GOLD

United Utilities

SILVER

Shop Direct

BRONZE

Nectar & Sitel

HomeAgent Operation of the Year

GOLD

Simply Business

SILVER

The AA

BRONZE

Sensée

Employee Engagement Strategy of the Year

GOLD

Sitel Group

SILVER

Sensée

BRONZE

AllClearInsurance

Improvement Strategy of the Year

GOLD

iSupply Energy

SILVER

Sky

BRONZE

Equiniti

Best Use of Technology

GOLD

Appello

SILVER

Shop Direct

BRONZE

Eckoh

Outsourcing Partnership of the Year

GOLD

Sky & Webhelp

SILVER

DPD & Sensée

BRONZE

Hyundai & RAC

Best Contact Centre Workplace

GOLD

Network Homes

SILVER

NPower

BRONZE

Ventrica

Best Health & Well Being Programme

GOLD

Sitel Plymouth

SILVER

Royal Albert Hall

BRONZE

ReAssure

Digital Transformation Programme

GOLD

Virgin Trains & UP3

SILVER

Ocado & Orlo

BRONZE

Clarks & Cirrus

Best Customer Experience

GOLD

The AA

SILVER

So Energy

BRONZE

Monzo Bank

Improvement Strategy
Public Sector

GOLD

H M Land Registry

SILVER

Thurrock Council

BRONZE

Network Homes

Small Contact Centre of the Year

GOLD

Verisure

SILVER

Britvic

BRONZE

dotdigital

Medium Contact Centre of the Year

GOLD

Caravan and Motorhome Club

SILVER

Yopa

BRONZE

PolicyExpert

Large Contact Centre of the Year

GOLD

Monzo Bank

SILVER

Simply Business

BRONZE

Sky & Webhelp

ttec

2019 Awards Sponsors

Platinum Event
Sponsor

View Bio

Content Guru is a leading cloud contact centre and customer engagement provider operating across Europe, Asia-Pac and the US. The company’s multi-award winning platform, storm®, combines unrivalled scalability and fully-blended, omni-channel contact processing (including WebRTC, chatbot, web chat, Instant Messaging, social media, SMS, email and voice) with integration to hundreds of third-party platforms, allowing customers to engage at any time, from any place and on any channel. Its modular architecture allows organisations to ‘unlock’ new feature-rich capabilities as and when required, supporting phased migration to the cloud and evergreen technology.

storm is used by hundreds of organisations, in sectors ranging from finance and government through to travel and utilities. Customers relying on storm for mission-critical services include NHS 111, UK Power Networks, G4S, Serco and Rail Delivery Group.

Award Category
Sponsor

View Bio

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience services company focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands. The Company delivers outcome-based contact centre outsourcing solutions through TTEC Engage which operates and manages frontline and back-office business processes that support customer acquisition, care, growth and trust and safety – available onshore, nearshore and offshore. Additionally, TTEC Digital, the company’s digital consultancy, designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients. Founded in 1982, the Company’s 49,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visitwww.ttec.com/emea.

Award Category
Sponsor

View Bio

iNet is a leading telecoms network provider and one of the pioneers of cloud-hosted call centre solutions in the UK. iNet provides integrated cloud-based multi-channel contact centre solutions across all channels and devices. Our unique end-to-end solution puts you in complete control whilst reducing costs, increasing customer satisfaction and improving business agility.

iNet Complete will enable you to start creating meaningful real-time connections across all digital channels; Voice, SMS, Email, Chat and Social Media, enabling you to deliver the best response times and the best customer experiences. Our approach and our ethos is to be flexible and to tailor solutions to suit our customers.

Award Category
Sponsor

View Bio

Networking Breakfast
Sponsor

Company Brochure

Awards Category
Sponsor

View Bio

Wavenet is a respected, multi-award-winning provider of telecoms and technology solutions to thousands of businesses and enterprises across the UK. We make businesses brilliant. As your technology partner we keep an eye on the future. Planning, adapting and empowering you to push innovations that will make a meaningful difference to the way you work.
As a trusted managed services provider, we work with the top technology providers on the planet, utilising our experience and expertise to learn each customer’s needs and create a solution that gives their business an industry-leading telecommunications and technology foundation to truly create a platform to make their business brilliant.
E: contact@wavenetuk.com
T: 0333 234 0011
W: www.wavenetuk.com

Table Wine and
Entertainment Sponsor

Company Brochure

Champagne Reception
Sponsor

Company Brochure

2019 Awards Judges

Meet the industry experts that are involved in this years judging panel.

Annelisa Brown

moo.com

View Bio

Annelisa is a Senior Customer Service Manager for MOO, an online print provider for companies of all sizes, creating expertly crafted business stationery. MOO has served more than a million businesses in over 200 countries, supported by a team of +500 people in the UK and US.

Annelisa joined MOO in 2013 as a Customer Service Representative and has developed alongside the award-winning customer service team throughout the years

Making things simpler is a key value to MOO and one that Annelisa believes in achieving for her team. Annelisa strives to make improvements and developments to allow the team to focus on delivering great service to MOOs customers whilst gathering valuable data and insights for the company.

Carole Campbell

RAC

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Carole is a creative, positive and passionate customer service professional focused on delivering world class customer engagement.

Extensive experience in customer service across the automotive and banking sectors covering the end to end customer journey, cross function integration programmes and internal brand engagement.

Adept at building strong working relationships with a ‘One Team’ approach ensuring everyone knows how they contribute. Carole brings personality and positivity in all situations and believes people are the only differentiator in today’s market.

Chris de Souza

Mastercard

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Chris has been involved in the setting up, development and management of contact centres for most of his career, including high volume inbound and outbound, both in sales and customer service. And he loves it!

Chris joined Mastercard in June 2018 as a Service Director, part of a global team looking after the cardholder experience across a number of lines of business. Chris is operationally responsible for Concierge, Travel Assistance, Rewards and Airport Lounge.

Before working at Mastercard Chris ran the award winning contact centre for the iconic ‘Boris Bikes’ for nearly six years.

Chris has a huge passion for customer experience and also recognises the importance of colleague experience. He says, “If you can build a highly motivated, engaged team then everything else falls easily into place.”

Chris Marsden

Contact Centre Specialists

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Chris has worked in and around contact centres for over 20 years with a large number of those helping delivery transformational change across large and complex contact centres. He started off working through the ranks of numerous operational and support roles where he gained a great understanding of how contact centres operated before progressing in to contact centre technology, innovation, business analysis, project and programme management and then the founding of CCS.

Chris is passionate about service delivery with a very successful track record of establishing, growing, fixing and supporting operations in customer-focused environments with the ability to wear a number of different hats.

Dan Cuthbert

Cuthbert Consulting

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Consultant and Interim for the Contact Centre and Customer Experience industries.

Dan has been leading customer contact operations and strategies for over 25 years.

He has set up, managed, or been responsible for, customer service and sales environments in the UK and overseas for a number of organisations, in a diverse range of industries.

Dan Moross

moo.com

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Dan Moross is Director of Customer Experience at moo.com – an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery. MOO has served more than a million businesses in over 200 countries, supported by a team of +500 people in the UK and US. Having joined MOO as employee #7, Dan has led the growth of Customer Services and Customer Experience Teams at MOO from 1 employee to over 70 in 2018.

Now in a more strategic role at MOO, he is driving cross-functional teams at MOO to create a culture of customer centricity and improve the customer experience across every touch-point in the customer journey.

Darron Burness

Interserve Support Services

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Darron is a Head of Customer Operations at Interserve Support Services.

He is process and business improvement-driven with an extensive knowledge of delivering world class service levels across B2B and B2C (including fast response technical support environments). Darron enjoyed an impressive 27 year career at the AA.

David Davies

Inspire Customer Contact Partnership Ltd

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David has vast experience in the customer service world, for the past 17 years delivering support services to some of the biggest brands in the UK (Vertex, HBoS, Lloyds Banking Group, Sky, Domestic & General, Sainsburys and Argos group) holding Head of & Director positions across Planning, MI and support functions to a range of operations from core VIP functions to 15k+ scale operations across UK and offshore, managing both internal and outsourced services.

David has experience across Financial, Public, Private, Retail, Utility, Entertainment & BPO sectors delivering Resource Planning services from Strategic & Budget Planning, through to Forecasting, Scheduling and Realtime, as well as Speech Analytics, Natural Language IVR, Chatbots, Digital & Non-Voice Channels such as Web Chat and Social Media as well as back office functions. David’s work has taken him around the world looking at the latest technologies and advancements in the industry helping him to delivery hundreds of millions of pounds worth of benefits to the business’ he has worked for.

Doreen Donovan

Waitrose

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Doreen Ann has over 25 years experience working within Customer Care through the market leading Waitrose and John Lewis Partnership. At present she manages the relationship and operation of their Outsource Contact Centre operation to ensure that the level of service is delivered in keeping with the expectations of our customers and brand.

She has set up and managed both in house and outsoucing operations within Customer Care and supported a vast array of new initiatives during that time – including more complex department structures to deal with ever changing customer needs.
Doreen Ann who was last years UKCCF Outsourcing Partnership of the year winner with Sitel – encourages collaborative working to allow teams to be fluid when dealing with major fluctuations in customer contact and empowering Managers to support innovative solutions. She is passionate about making contact easy for customers through effective and efficient ways to ensure swift resolutions.

Eihab Mohamed

Director

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Eihab is an experienced leader, passionate about customer engagement and driving value through talented people, digital innovation and data insights, underpinned by AI & machine learning.

His career in customer engagement spans 30 years – outsourcing, consultancy and client-side – working with a diverse range of customer marketing, service and sales organisations across Europe, including those in the Financial Servces, Travel, Media, Telecom, Hi-tech, Healthcare and Automotive sectors.

Between 2012 and 2017 he was Customer Engagement Director at the Telegraph Media Group during a period of digital transformation, and now combines consultancy with non-Exec and advisory roles to help companies realise their growth aspirations.

Gary Fowler

Contact Centre Consultant

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An independent Contact Centre Consultant and Leader, Gary has worked in the industry for over 20 years. He specialises in working with organisations going through significant change, and is passionate about delivering the best outcomes for both his client, their customers, and their employees.

Gary built his career in Contact Centres through building and developing specialist teams of people in Workforce Optimisation, Quality Assurance, Management Information, Colleague Engagement, and Customer facing roles including Sales, Service, Collections and Complaints.

James Leech

Sainsbury’s Argos

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James has worked for Argos (Home Retail Group) his whole career. After University (he studied Management Science and Computer Science) he worked his way up through the various management positions in store, and then became an area manager.

After briefly running a region for Argos, he moved into Head Office and became responsible for the development of customer service within stores. Whilst doing this, he became involved in creating the current strategic road map for Argos, specifically around multi-channel customer service, and this then led to him undertaking his current position where he is responsible for the development and improvement of contact centre services for Argos. He also leads the customer insight and recovery teams.

Jon Watkins

Nominet UK

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Jon has over 20 years’ experience working in the contact centre and technology field. As Head of Service Delivery at Nominet he leads a number of contact teams delivering service excellence to customers and stakeholders of Nominet’s Registry Services products.

Jon passionate about the people, processes, and technology that enable the delivery of customer service. With an inquiring mind he is fascinated by the delivery of service across different industries and businesses.

Kelly Vedash

L&Q

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Kelly Vedash is Head of Contact Centre at L&Q, a leading large housing association based in Kent. With over 25 years customer service experience working in travel, banking and housing, Kelly is also a multi award UKCCF London and South East winner gaining titles for Manager of the Year in 2012 and 2014, along with Social Media Team Public Sector Contact Centre of the Year 2016 and were highly commended for complaint management and homeworking strategies.

Kelly’s passionate about customer service and employee engagement and thrives on driving performance through a fun collaborative culture. Delivering in a highly demanding role, as an accredited lean manager and project manager she’s leading a transformation journey through a collaborative task force that will redesign and shape the services delivered through the Contact Centre.

Liam Smith

Rank Group

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Liam is the Director of Customer Services for the Rank Group Plc, which operates gaming brands Mecca Bingo and Grosvenor Casinos in the UK, and Yobingo and Enracha in Spain.

An inspirational Leader with track record in delivering strategic, operational and people activities.

With 28 years’ experience in the energy and customer contact industry, Liam held a number of senior roles at both npower and within outsourced Customer Service providers, and understands the challenges of acquiring, retaining and serving customers compliantly, whilst maintaining high levels of performance.

After leaving npower, Liam led and grew a number of outsourcing businesses in the UK successfully delivering large scale campaigns for many household brands and blue-chip clients, in the energy, finance, gaming and publishing sectors

Liam then started his own consulting business in 2014, to deliver independent consultancy and managed services to the market, focusing on outsource strategy and management, Customer Services strategy development and Managed Services for clients. Also, a Non-Executive Director to a number of growing businesses, providing advice and guidance on growth and business strategy.

In 2016 Liam joined the Rank Group Plc to establish a new Customer operations Hub and transform the level of Customer Service and experience delivered to its customers. Built on multi-brand foundations the Hub is capable of delivering Customer operations for all the groups brands. In its first few years of operation the new Hub has improved Customer satisfaction considerably, transformed from a cost centre into a profit centre and integrated VIP Customer management, Customer verification and Fraud and Payments operations and processes, and continues to reduce friction around Customer journeys.

Lorraine Towler

Neopost

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I started my career in sales for a manufacturing business, progressing from support, through to field sales and then sales management. Changed career in 2009 and was involved in a telesales new business set up for Neopost Ltd. 2.5 years ago had an opportunity to change again and be involved with the customer contact centre at Neopost – a superb chance to change direction and have loved every minute of it (well nearly). I am passionate about putting customers at the heart of the business and creating consistent positive customer experience culture.

I believe in challenging the norm, thinking outside the box and I am not afraid of taking risks – calculated of course! I am fully behind the advisor, the voice of the employee is King/Queen to realising and improving customer service – remembering that the advisor is the Human touch in today’s CX world. Embrace the change, utilise the digital solutions available to us, and keep improving.

Lynn Gallagher

Sainsbury’s Argos

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Lynn Gallagher is the head of the Executive Function of the Argos, Habitat and Sainsbury’s brand which houses the Executive Complaints, Correspondence and Product Safety teams. These teams pride themselves on being compassionate when things go wrong and working tirelessly to fully investigate and resolve any issues. These teams also offer invaluable feedback to the rest of the business to ensure that as a brand we continue to improve and offer our customers an excellent service.

Lynn is passionate about Customer Service and her ethos is to listen, understand and put herself in the customer’s shoes. With 19 years’ experience across Sainsbury’s Argos, Habitat and Homebase brands, Lynn leads her specialised teams to resolve complex enquiries with the aim to provide exceptional service to all customers.

Lynette Hirst OBE

Clear Horizons

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Lynette Hirst is the Chief Executive Officer of Clear Horizons Consultancy Limited (CHC) a business specialising in Leadership Consultancy & Interim and Change Management. Although not exclusively so, Lynette focusses on Contact Centres and Collections Management, working with talented Associates to support organisations to achieve improved business results and individuals to reach their full potential.

In her previous roles, Lynette has a successful track record as an operational manager of large diverse teams, working as a senior leader in both Public and Private Sector organisations – HMRC, Thomson Holidays, Birmingham City Council and the Rank Organisation – leading people to deliver excellent customer services by building high performing teams within fast paced customer focused environments.

Mark Persard - (BSc HONS)

Solicitors Regulatory Authority

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Mark is a multi-award-winning values driven Contact Centre leadership specialist with 15 years’ experience in the health, skills, justice, youth services, employability, financial and legal services sectors. Mark’s work has been recognised on a regional, national and international level. He is a recipient of the Contact Centre Manager of the Year, and Contact Centre of the Year awards from the UK Contact Centre Forum. He has also won the European Contact Centre of the Year award (from the European Contact Centre and Customer Service Awards).

Mark’s passion is for delivering service excellence and inspiring people to achieve their potential. He has a strong commercial, operational, and compliance focus, specifically relating to; delivering operational and budgetary performance, developing his teams, and driving efficiency through the optimisation of processes. To further his skills in managerial excellence Mark is currently completing an MBA.

Mark Farrant

Close Brothers

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Awaiting bio

Matthew Traish

uSwitch

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Matthew is Head of Customer Service at uSwitch.com. He has a proven ability to successfully build and manage multi-site businesses and customer-facing inbound and outbound contact and administration centres from the ground up. Matthew is experienced working and influencing globally at all levels, managing large operational & infrastructure led change projects and leading new strategic initiatives designed to deliver improved performance, profitability and customer experience.

Michael Gray

UKCCF

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Michael is Chief Marketing Officer at the UKCCF. He has 20+ years experience in consulting and in-house roles helping build a number of fast-growing businesses incl. Garlands, Aspect Software and Intel Dialogic.

At the UKCCF, Michael manages Special Interest Groups in HomeAgent Working, Digital, Security & Compliance, and Employee Engagement – as well as driving the UKCCF’s thought leadership research programmes.

Neville Doughty

Cortworth Consulting

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Nev has worked the past 21 years within contact centre outsourcing, this has given him the opportuntity to work with some fantastic brands across a range of sectors and gain an insight to varying CX best practice strategies.

Starting out as a Customer Service Advisor, working through Contact Centre Operations and Project Management roles before becoming Account Director. His career has focused on the development of strong client relationships and delivering end to end solutions for successful growth and renewal of contracts.

Nev has recently created his own consulting company with a keen focus on enabling clients and outsource partners to get the most from their relationships. In addition he is supporting Contact Centre Panel with Partnership Development activity, utilising his expertise and experience to ensure that contact centre outsourcing and onboarding are successfully delivered. Forging strong and lasting relationships between clients and network members.

Niccola Mignacca

Saga

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I have worked in the Contact Centre Industry for a number of years managing a range of structure, process, people and service changes– in my current role I am responsible of the sales and customer service delivery for Saga Holidays and Cruise. I have previously been a judge for the SECCF in 2016. Saga Holidays won Contact Centre of the Year 2014 (over 100 seats) in the SECCF/LCCF awards.

Olu Orugboh

Synergy Organisational Solutions

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As the CEO and Founder of Synergy Solutions, a specialist Customer Care and management consultancy practice, focussed on helping companies stay at the forefront of the ever-changing world of customer expectations and evolving technology, Olu is a senior leader and seasoned professional with over 20 years’ experience leading Customer Care operations through change, transformation and migration into digital environments.

Olu has assisted a range of companies from high growth scale ups to FTSE listed companies both in the UK and Internationally. With deep experience assisting enterprises turnaround their failing CX operations through to putting in place infrastructures to support growth initiatives and introduce digital innovation, Olu is a hands-on leader who guides the team from the front.

Piers Lyon

Curium Solutions

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Piers is a Digital Consultant at Change and Performance consultancy Curium Solutions in Birmingham managing web and digital projects supporting Curium’s business and that of its clients. His career spans Customer Services and Hospitality Management through to IT Managed Services, Cyber Security and IT/Technology Consulting helping clients to better understand and make the best use of technology.

Rich Shilton

Social Media Consultant

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Rich has over 15 years’ experience in running and managing social networks and teams, contact centres and live chat functions. Having worked in B2B and B2C businesses, both from a strategic and operational perspective, Rich has helped businesses use end to end customer journey planning, and tools, for maximum exposure.

Sarah Williams

Westminster Council

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Awaiting Bio

Shelley Hart

Neopost

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I have a varied career both in the public and private sector, as a soft skill trainer and learning champion for the NHS to a complete change in 2006 when I started for Neopost as a Quality Control Coordinator. My experience at Neopost has been varied, CC team leader, manager and back to where my passion lies and that’s excellent customer service.

The role has become more analytical endeavouring to provide the best painless customer experience possible. My knowledge of the business has made me a “go to” person.

I celebrate being approachable and credible for our advisors.

My tag line has always been “Eccentric with attitude”.

Simon Davies

Schneider Electric

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Simon has had the pleasure of working within the call centre industry for over 20 years and has worked for a variety of high profile companies at various levels.

Acting upon quantifiable data that allows a progressive and forward thinking solutions inspires Simon to continue to strive for perfection in this ever changing environment.

Simon has managed teams and inspired individuals who have gone on to receive industry recognition and is excited to join this years judging panel.

Simon Donaldson

IKANO Bank

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Hi, my name is Simon Donaldson and I work for Ikano Bank in Nottingham as the Head of Customer Operations UK. After 18 years in the banking sector I am still learning new things everyday, working with a variety of teams in our contact centre aiming to deliver a fantastic customer experience whilst giving our co-workers something special by living and breathing our culture and values. Working together is one of those values which seems simple but isn’t always the way. Working together with our colleagues across the globe creates a fantastic family environment where everyone puts their hands up to help when it is needed.

The really important thing for me in both work and home life is giving people the belief that they can always step up and the best version of themselves.

Sophie O’Sullivan

Network Homes

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Sophie has extensive Customer Service experience and currently manages the multimedia team as a Team Leader within Network Homes. She has experience with managing a social media team, as well as advisors who deal with emails, self-service portal and text messages. Sophie has recently finished in the Top 10 24 Housings Young Leaders in conjunction with National Housing Federation.

She has a passion for ensuring her team deliver 1st class customer service to our customers, as well as developing her team personally.

Stephen Jacobs

SFJ Consulting

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Stephen has spent 25 years working in the contact centre industry as supplier, client and consultant. He has advised many of the world’s leading customer service exponents across finance, telecoms and utilities sectors. He is active in the development of industry best practice acting as an awards judge, lecturing at the Institute of Direct Marketing and presenting at industry conferences.

Steve Messenbird

Blue Turtle Coaching and Mentoring Services

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Steve’s journey in the call centre industry started 17 years ago when he became call centre manager for Merlin Entertainments (Formally The Tussauds Group), managing customer service for brands such as The London Eye, Alton Towers, Thorpe Park, Chessington World of Adventures, Legoland and the SeaLife brands amongst others. This exciting position saw Steve expand a single operation based in London to 4 centres globally in Germany, Australia, USA as well as the UK.

Taking on the role of Global Customer Service Centre Director in 2010 and supporting Merlin Entertainments through floatation, Steve gained vast experience in dealing with all aspects of customer service engagement as is proud of the achievements he lead during this period.

In 2019 Steve decided to use his experiences as an inspirational leader and set up a consultancy company specialising in team building and leadership. Steve passed an open university qualification through Glasgow University in 2018 in Coaching, Mentoring inc Cognitive Behavioural Therapy and is very excited by the new challenges ahead.

Steve is excited to be a judge once again for the UKCCF Awards.

Steve Sullivan

Channel Doctors

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Channel Doctors’ founder, Steve Sullivan, has 20 years’ experience of solution design and delivery in customer experience and contact centres, both in the UK and overseas. This has included working with a variety of brands such as American Express, Ageas, Abel & Cole, Gucci, Land Rover, Marks & Spencer, The Guardian and Burberry.

Steve is Vice Chair of the Direct Marketing Association’s Contact Centre Council, friend of the UKCCF and there’s little he likes more than wandering around contact centres and asking questions!

Steve Woosey

Inspire Customer Contct Partnership Ltd

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Steve is an industry recognised expert in planning and operational management. Having worked for the Forum (Professional Planning Forum) for over 12 years, the last 5 as CEO, Steve has run numerous industry events, created standards frameworks for planning and insight, developed a University degree programme in Customer Contact Management and worked with many businesses to raise standards in their operation (Sky, Direct Line, RSA, Tesco Bank Insurance, Co- Op). More recently Steve has held the role of Operations Director at Domestic and General delivering a strategic cultural change from sales to sales through service and a move to insurance. Since starting in consultancy, Steve has worked with Sainsburys, Npower, Adexchange, The Wine Society, Hoist and Taylor Wimpey, DBS assisting them in delivering improved customer contact performance.

Tracy Cunningham

Interserve

View Bio

Awaiting Bio

Trevor Butterworth

UKCCF Founder

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Trevor founded The South East Contact Centre Forum Ltd in 2009. A year later, The London Contact Centre Forum and The Midlands Contact Centre Forum were established. Gaining popularity, other regions wanted events in their area and in 2014, a rebrand saw the birth of The UK Contact Centre Forum Ltd (UKCCF). Now spreading across to Yorkshire, East England and Northern Ireland, UKCCF is one of the biggest user groups for the Contact Centre Industry.

UKCCF hosts networking events, executive clubs, special interest groups (SIG), regional awards programmes and conferences across the UK.
The awards programmes and conferences became so popular that in 2018, these events were combined and made national.

UKCCF also has an online magazine: Contact Centre Monthly.

Zoe Warrington-Baker

Cadent Gas

View Bio

Zoe has had the pleasure of working in the Contact Centre Industry now for over 22 years, previously running my own call centre in another company and currently within my role a Customer Service Manager within Cadent Gas.
Having previously been through the process of awards, being highly commended in complaints management of year, I am looking forward to putting others and ease and making this process as enjoyable as it was for me.
I am a great believer in looking after your people, and they in turn will look after you and your business goals

2018 Winners

UKCCF 2018 National Awards Winners

Individual Awards

Agent of the Year
(Private Sector South)

Sean Lelliott
LV=

Highly Commended

Jane Johnson
Firstcare

Agent of the Year
(Private Sector North)

Luke McNulty
Ikano Bank

Highly Commended

Ismail Mohammed
Virgin Money

Agent of the Year
(Public Sector)

Martin Hollis
Bromford

Highly Commended

Victoria Trumper
Telford & Wrekin Council

Jan Parry
Telford & Wrekin Council

Team Leader of
the Year

Simon Braddick
Cadent Gas

Highly Commended

William Landymore
Pearson

Manager of the
Year

Anthony Pompa
Arvato

Highly Commended

Jennifer Curtis
Firstcare

Head of Customer Service
/ Director of the Year

Awaiting Name
Awaiting Company

Highly Commended

Awaiting Name
Awaiting Company

Support Person
of the Year

James Matthews
Pearson

Highly Commended

Gemma Lohbeng
Nominet

Industry Newcomer
of the Year

Bethany Cooper
Intouch Games

Highly Commended

Ryan Davidson
Virgin Money

Daisy Beck
Bromford

Team Awards

Complaints Management
Team of the Year

Nissan Motors

Highly Commended

Celebrity Cruises
Cadent Gas

Recruitment Team
of the Year

AO.com

Highly Commended

Reassure
Tate Recruitment

Social Customer Service
Team of the Year

TalkTalk

Highly Commended

AXA Insurance for Swiftcover

Support Team
of the Year

Nominet

Highly Commended

Virgin Money
Arvato
Newday

Company Awards

HomeAgent Operation
of the Year

The Chat Shop

Highly Commended

Arise Virtual Solutions

Employee Engagement
Strategy of the Year

Bristan Group

Highly Commended

CCA International

Improvement Strategy
of the Year

Pearson

Highly Commended

Cadent Gas
Hilarys Blinds

Best use
of Technology

Gala Tent

Highly Commended

Hillarys Blinds

Outsourcing
Partnership
of the Year

Sitel & Waitrose

Highly Commended

TTECH & Fontem

Public Sector
Contact Centre
of the Year

Bromford

Highly Commended

Thurrock Council
Network Homes

Contact Centre
of the Year
(Under 100 seats)

Nissan Motors

Highly Commended

Arvato

Contact Centre
of the Year
(Over 100 seats)

Amigo Loans

Highly Commended

The Caravan & Motorhome Club

2019 UKCCF Awards Winners

Agent of the Year

(South)

Agent of the Year

(North)

Team Leader of the Year

(North)

Team Leader of the Year

(South)

Manager of the Year

(South)

Manager of the Year

(North)

Head of Customer Service / Director of the Year

Support Person of the Year

Going the Extra Mile

Complaints Management Team of the Year

Recruitment Team of the Year

Social Customer Service Team of the Year

Support Team of the Year

Customer Experience Team of the Year

HomeAgent Operation of the Year

Employee Engagement Strategy of the Year

Improvement Strategy of the Year

Best Use of Technology

Outsourcing Partnership of the Year

Best Contact Centre Workplace

Best Health & Well Being Programme

Digital Transformation Programme

Best Customer Experience

Improvement Strategy Public Sector

Small Contact Centre of the Year

Medium Contact Centre of the Year

Large Contact Centre of the Year

2019 Awards Sponsors

Platinum Event Sponsor

Award Category Sponsor

Award Category Sponsor

Award Category Sponsor

Networking Breakfast Sponsor

Awards Category Sponsor

Table Wine and Entertainment Sponsor

Champagne Reception Sponsor

2019 Awards Judges

Annelisa Brown

Carole Campbell

Chris de Souza

Chris Marsden

Dan Cuthbert

Dan Moross

Darron Burness

David Davies

Doreen Donovan

Eihab Mohamed

Gary Fowler

James Leech

Jon Watkins

Kelly Vedash

Liam Smith

Lorraine Towler

Lynn Gallagher

Lynette Hirst OBE

Mark Persard - (BSc HONS)

Mark Farrant

Matthew Traish

Michael Gray

Neville Doughty

Niccola Mignacca

Olu Orugboh

Piers Lyon

Rich Shilton

Sarah Williams

Shelley Hart

Simon Davies

Simon Donaldson

Sophie O’Sullivan

Stephen Jacobs

Steve Messenbird

Steve Sullivan

Steve Woosey

Head of Customer Service /
Director of the Year

Improvement Strategy
Public Sector

Platinum Event
Sponsor

Award Category
Sponsor

Award Category
Sponsor

Award Category
Sponsor

Networking Breakfast
Sponsor

Awards Category
Sponsor

Table Wine and
Entertainment Sponsor

Champagne Reception
Sponsor

Agent of the Year
(Private Sector South)

Agent of the Year
(Private Sector North)

Agent of the Year
(Public Sector)

Team Leader of
the Year

Manager of the
Year

Head of Customer Service
/ Director of the Year

Support Person
of the Year

Industry Newcomer
of the Year

Complaints Management
Team of the Year

Recruitment Team
of the Year

Social Customer Service
Team of the Year

Support Team
of the Year

HomeAgent Operation
of the Year

Employee Engagement
Strategy of the Year

Improvement Strategy
of the Year

Best use
of Technology

Outsourcing
Partnership
of the Year

Public Sector
Contact Centre
of the Year

Contact Centre
of the Year
(Under 100 seats)

Contact Centre
of the Year
(Over 100 seats)