Contact Centre Support Manager of the Year
Presented by Neil Russel-Smith, Head of Marketing, TTEC
Sponsored by

Christine Sheerin, Ulster Bank

Louise Fairbairn, Parkdean Resorts

Chris Lune, Echo Managed Services
Resource Planning Manager of the Year
Presented by Chris Rainsforth, Head of Operational Management Best Practice, Verint
Sponsored by

Louise Smith, Jet2.com & Jet2holidays

Mark Tuck, SSE Energy Services

Faye Herring, SSE Energy Services
Quality Manager of the Year
Presented by Martin Teasdale, Quality Solutions Director, BPA Quality
Sponsored by

Emily Jepson, Vodafone UK

Sharon Hughes, emovis

Lauren Quirke, ASOS
Customer Experience Manager of the Year
Presented by Tim Pickard, Chief Marketing Officer, Sabio
Sponsored by

Sarina Chudasama, Holland and Barrett

Lisa Blackburn, Barnsley Metropolitan Borough Council

Angela Rodbourne, Bluecrest Health Screening
Complaints Manager of the Year
Presented by Ian Ashby, Principal Strategist EMEA, ServiceNow
Sponsored by

Christopher Ward, Co-op Insurance

Lynne Papadimitriou, Northern Powergrid

Amanda Holmes, IGO4
Business Improvement Manager of the Year
Presented by Frank Sherlock, General Manager, EMEA, CallMiner
Sponsored by

Dan Gregory, SSE Energy Services

Lisa Haworth, BUPA

Kate Smith, Halfords
Training/Coaching Manager of the Year
Presented by Jamie Snaddon, Managing Director EMEA, 8×8
Sponsored by

Alissa Howells, Severn Trent Water

Heidi Perandin, BUPA

Edward Deal, Marcus by Goldman Sachs
Team Leader/Manager of the Year – Rising Star
Presented by Sof Socratous, Vice President, Sales Northern Europe, Poly
Sponsored by

James Rutter, Tesco Bank

Kristian Tate, Direct Line Group

Zohaib Iqbal, Barclaycard
Team Leader/Manager of the Year – Service
Presented by Sof Socratous, Vice President, Sales Northern Europe, Poly
Sponsored by

Gillian Miller, RBS/Ulster Bank

Marcus Young, RBS/ Ulster Bank

Stuart Hamblett, PerfectHome
Team Leader/Manager of the Year – Sales & Retention
Presented by Richard Kenny, Senior Product Marketing Manager, Poly
Sponsored by

Jacqui MacDonald, SSE Energy Services

Laura Farrell, Paymentshield

Michelle Steedman, Sage
Team Leader/Manager of the Year – Outsourced
Presented by Richard Kenny, Senior Product Marketing Manager, Poly
Sponsored by

Amanda Heyes, emovis

Amer Crawford, Census Life

Ruth Balshen, Wescot Credit Services
Team Leader/Manager of the Year – Multi Channel
Presented by Richard Kenny, Senior Product Marketing Manager, Poly
Sponsored by

Ewan Scott, CORGI HomePlan

Jonathan Wright, Sage

Helen Morris, Virgin Media
Most Positive Impact on the Community
Presented by Helen Wilson, Global Chief Experience Officer – Customer Experience and Channel Performance, Ipsos MORI
Sponsored by

Sage

Tesco Bank

Liberata UK Ltd
Best Diversity and Inclusion Programme
Presented by Mervyn Nichols, UK Business Development, Diabolocom
Sponsored by

emovis

Sky

Senior Response
Most Effective Employee Engagement Programme (Small)
Presented by Mark Walton, CEO, Sensée
Sponsored by

TTEC

GFM

emovis
Most Effective Employee Engagement Programme (Large)
Presented by Mark Walton, CEO, Sensée
Sponsored by

Sage

Ascensos

Atos
Learning and Development Team of the Year
Presented by Sarah Hunt, Membership Director, CCMA
Sponsored by

Learning and Development, Severn Trent Water

Outsourced Telemarketing Agency, MarketMakers

Ubisoft CRC Learning & Development, Ubisoft CRC
Training Team of the Year
Presented by Neil Davey, Editor, MyCustomer
Sponsored by

Learning Services, Sage

COps Experience Team, Monzo

Sales Enablement, Sage
Digital Team of the Year
Presented by Neil Titcombe, Managing Director (UK), Odigo
Sponsored by

THG | The Hut Group

Direct Line Group

Metropolitan Police Service
Business Improvement Team of the Year (Small)
Presented by Chris Haggis, Chief Operating Officer, Sabio
Sponsored by

Customer Support Innovation Team, Click Travel

DS Customer Services, Aegon UK

Retail Leadership Team, Swinton Insurance
Business Improvement Team of the Year (Large)
Presented by Chris Haggis, Chief Operating Officer, Sabio
Sponsored by

Purple Projects Team, BUPA

Mutual Response Leadership Team, NFU Mutual

Operational Readiness, Business Care, Vodafone UK
Contact Centre Support Team of the Year (Customer)
Presented by Martin Stevenson, Director EMEA CMT, Blue Prism
Sponsored by

Bereavement Team, Direct Line Group

Business Payments Support Team, Barclaycard

Service Incident Management, Vodafone UK
Contact Centre Support Teams of the Year (Colleague)
Presented by Martin Stevenson, Director EMEA CMT, Blue Prism
Sponsored by

Knowledge and Insight Management Team, SSCL | Shared Services Connected Ltd

Quality Assurance Team, Tesco Bank

Customer Assurance & Oversight, Direct Line Group
Contact Centre Support Team of the Year (Operations)
Presented by Martin Stevenson, Director EMEA CMT, Blue Prism
Sponsored by

Operational Planning Team, Legal & General

Colleague and Customer Planning, Sky

Customer Service Development Team, DHL Express
Contact Centre Manager of the Year – Outsourced
Presented by Perry Sanger, Editor, contact-centres.com
Sponsored by

Kirsten Brown, Atos

Craig Lynn, Capita

Matthew Hickman, Capita
Contact Centre Manager of the Year – Small
Presented by James Snaddon, Managing Director EMEA, 8×8
Sponsored by

Pauline Thomas, GLL | Greenwich Leisure Ltd

Mark Porter, The Ticket Factory

Rachel Overton-Hope, Punch Pubs & Co
Contact Centre Manager of the Year – Medium
Presented by Mervyn Nichols, UK Business Development, Diabolocom
Sponsored by

Katy Brys, Vodafone UK

Adam McCullagh, NatWest

Mike Rowland, AXA – Global Healthcare
Contact Centre Manager of the Year – Large
Presented by Matthew Addison, Vice President UK & Ireland, NICE
Sponsored by

Rula Samara, Hitachi Capital

John McLean, SSE Energy Services

Nikki Williams, Vodafone UK
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