National Customer Service Awards
Previous Winners - National Customer Services Awards 2010
AWARD FOR BEST TRAINING OR DEVELOPMENT PROJECT
WINNER: Ford Retail - Moments of Truth
Finalists:
DPD: IQUIP
Ford Retail: Moments of Truth
Lloyds TSB Bank Plc: Relationship Professional Development Programme
Merseyside Police: Confidence
Scottish Water: Customer Service Phase II Training
Telefonica O2 Uk Limited: Performance and Development project
Thames Water: Putting our customers at the heart of our business.
TM Lewin: Dancing to Win in 2010
AWARD FOR INNOVATION
WINNER: American Express- CCM Healthcheck Diagnostics
Finalists:
Allmakes Ltd: 4x4 Trade Portal
American Express: CCM Healthcheck Diagnostics
AXA PPP healthcare: Dedicated Care for Customer with Cancer
DPD UK: Predict: a one hour delivery window for home shoppers
Royal Bank of Scotland International: Fraud Awareness
Sutton Council: Web Interpretation Interface for the Deaf & Hard of Hearing
T:Mobile and Fizzback: real:time customer engagement platform
The Listening Company: epiCentre
BEST USE OF TECHNOLOGY IN CUSTOMER SERVICE
WINNER: Central Networks - Live Network Information/ Contact Centre Telephony Replacement Project
Finalists:
American Express : EDGE
BT : Debatescape for @btcare and @btbusiness
Capita : Natural Language Deployment
Central Networks : Live Network Information/Contact Centre Telephony Replacement Project
DPD : Predict - a one hour delivery window for home shoppers
netflights.com : Tealeaf
Photobox : RightNow - Spotless Service – the path to Customer Obsession!
T:Mobile and Fizzback : Fizzback customer engagement roll out
CUSTOMER SERVICE BACK OFFICE TEAM
WINNER: British Gas Cardiff - Quality Team
Finalists:
Barclays Wealth : Account Management
British Gas Cardiff : Quality Team
Everything Everywhere : Business Technical Support Back Office : Greenock
Firstsource : Derry Quality Team
Liverpool Direct : One Stop Shop Mailbox Team
LV= : GI Business Improvement Team
Specsavers Optical Group : Retail Support Managers
TNT EXPRESS : Gateshead Admin
CUSTOMER SERVICE CONTACT CENTRE (OVER 100 SEATS)
WINNER: LV=
Finalists:
American Express Customer Service Centre
Anglian Water Contact Centre
Barclays Stockbrokers Inbound
Barclays Wealth: International Contact Centre
British Gas Cardiff
LV=
Royal Mail Group Ltd : Plymouth Customer Service Contact Centre
Telefonica O2 UK Limited & Tesco Mobile
CUSTOMER SERVICE CONTACT CENTRE (UP TO 100 SEATS)
WINNER: One Vision Housing
Finalists:
American Express Uk Insurance Service Centre
Bournemouth & West Hampshire Water CSC
C J Clark International : Clarks Customer Care
Central Networks Customer Contact Centre
EDF Energy : SME Customer Service
One Vision Housing
P&O Ferries Customer Contact Centre
Working Transitions 2005 Ltd: Infinity
CUSTOMER SERVICE CONTACT CENTRE PROFESSIONAL
WINNER: Rachel Owens, Thames Water
Finalists:
Charissa Wettasinghe, Axa Insurance
Dan James, British Gas, Premier Energy, Cardiff
Farid Ahmed, TalkTalk
Val Wadsworth, IRIS Software
Rachel Owens, Thames Water
Sally Stephenson, T:Mobile
Samantha Harmer, Carnival UK
Simon Evans, British Gas Residential Energy Southampton
CUSTOMER SERVICE LEADER
WINNER: David Mitzenmacher, Volusion
Finalists:
David Mitzenmacher, Volusion Limited
Jon Cooper, Trend Controls Systems Limited
Morag Sheppard, Capita Life & Pensions
Stuart Miller, RBS International
CUSTOMER SERVICE MANAGEMENT TEAM
WINNER: Sandwell MBC- Transform Sandwell Customer Services Management Team
Finalists:
British Gas Cardiff : Premier Energy Business Managers
Liverpool Direct Limited : Public Access Senior Management Team (PASMT)
Lloyds TSB Bank Plc : Relationship Support
Merseyside Police : Citizen Focus and Diversity Team (Managers)
RM : Customer Experience
Sandwell MBC : Transform Sandwell Customer Services Management Team
TD Waterhouse : Pervinder KhelaCapita Business Services: The Darwin and Bristol Management Team
CUSTOMER SERVICE MANAGER
WINNER: Jamie Edward Hendon, American Express
Finalists:
Elizabeth Chapman, Natwest Bank
Jamie Edward Hendon, American Express
Julie Collins, Telefonica O2 UK
Mariyah Acka'a, Veolia Water
Mark Belcher, Zurich Financial Services
Paul Alford, Aviva Insurance
Tina Sanderson, Carnival UK
Tomos Evans, T:Mobile
CUSTOMER SERVICE NEWCOMER
WINNER: Rhinnon Coller, EDF Energy
Finalists:
Andrew Mitchell, Capita Group
Carina Hendrikx, Rackspace
Donna Newton, Barclays Wealth
Mark Lawrence, Zurich Corporate Pensions
Michelle Travers, Royal Bank of Scotland
Rhiannon Coller, EDF Energy
Steven Smith, TNT UK Ltd
Tom Crook, EDF Energy B2B
CUSTOMER SERVICE TEAM - B2B
WINNER: DPD UK- Elite Team
Finalists:
Active Digital Business Excellence Team
Backup Direct Service Team
Business Environment: Serviced Office Centres
DPD UK: Elite
Johnson & Johnson Medical Devices and Diagnostics : Frontline Team
Make It Cheaper Customer Services
RBS International Corporate Services Team
Rackspace Customer Care Team
CUSTOMER SERVICE TEAM - B2C
WINNER: TM Lewin- TML Uxbridge Team
Finalists:
AEG Europe / The O2 Customer Services
British Gas Cardiff
Mysinglefriend.com: Customer Service Team
Scottish Widows: Health Claims and Estates
Telefonica O2 Uk Limited: Platinum Team
TM Lewin: TML Uxbridge
Virgin Games: The V Team
Virgin Holidays Customer Service Team
CUSTOMER SERVICE TEAM - FINANCIAL SERVICES
WINNER: LV= GI Sales & Service Team
Finalists:
F&C Asset Management Plc in partnership with Teleperformance : F&C investor services
Legal & General Assurance Society Ltd : Employee Support Team
LV= GI Sales & Service
LV= Life Customer Experience
NATWEST BANK : NatWest St Neots
Octopus Investments
Royal Bank of Scotland International Limited : RBSI Funds Team
Wonga.com customer care team
CUSTOMER SERVICE TEAM - PUBLIC SECTOR & EDUCATION
WINNER: LHA:ASRA Group- Customer Service Team
Finalists:
LHA:ASRA Group : customer service team
London Borough of Enfield : Customer Services Centre
London Borough of Richmond upon Thames : Customer Services Team
Loop Customer Management Ltd : Customer Service Hardship Team
Merseyside Police : Citizen Focus & Diversity team
Merseyside Police : Confidence
Welsh Assembly Government : The Inclusion Team
Welsh Assembly Government : The Welsh European Funding Office
FRONT-LINE CUSTOMER SERVICE TEAM
WINNER: Rackspace- Intensive Customer Service Team
Finalists:
Coloplast Ltd Charter Healthcare Customer Care
Eon Special Debt Investigation Team
Experian Ltd : Victims of Fraud
Fresenius & Calea Homecare & Customer Services
Moat Homes Ltd Customer Service Centre
RAC Breakdown Assistance Centre
Rackspace Intensive Customer Service
Royal Bank of Scotland Group: Welsh Mobile Bank
FRONT-LINE PROFESSIONAL
WINNER: Michelle Fisher, RBS International Ltd
Finalists:
Charles Moxon, TalkTalk
Debbie Sim, Rackspace
Graham Knox, Prudential
Jason Sharpe, parcelforce worldwide
Michael Knowles, Everything Everywhere : Orange Customer Operations
Michelle Fisher, RBS International Ltd
Roxanna Marazzi, Rackspace
Wendy Crawford, Capita Life & Pensions
SOCAPie CUSTOMER SERVICE COMPLAINTS TEAM
WINNER: British Gas Complaints Team, Southampton
Finalists:
1st Credit Ltd: Complaints Team
American Express: Executive Customer Relations
Capita Business Services - The Customer Support Team
Centrica (British Gas) : British Gas Complaints Team - Southampton
Coca:Cola Enterprises : Customer & Consumer Response Team
Royal Mail Group Ltd: The Commercial Resolution Team
Thames Water: Customer Relations Team
Veolia Water Central Ltd: Directors’ Office
THE FIELD SERVICE AWARD
WINNER: heateam, the Service Division of Baxi Group
Finalists:
Anthony Elliott, Royal Mail Group
heateam, the Service Division of Baxi Group
Rentokil Pest Control UK
Thames Water: Revenue Field Operations Team
THE INSTITUTE OF CUSTOMER SERVICE BEST CUSTOMER SERVICE EMPLOYER
WINNER: Loop Customer Management
Finalists:
British Gas, Premier Energy
CNG LTD
Coloplast
FMG Support
Loop Customer Management Ltd
LV=
Transform Sandwell/Sandwell MBC
TNT UK
YOUNG CUSTOMER SERVICE PROFESSIONAL
WINNER: Stephanie Morgan, Capita Life & Pensions
Finalists:
Aimee Watkinson, Experian Ltd (Interactive)
Aimie Jackson, Royal Mail
Felicity Gibbs, Solus
Jamie Crathorne, Everything Everywhere : Orange Customer Operations
Katie Condon, Solus Accident Repair Centre
Keri Paradise, Capita Business Services
Luke Lockett, TalkTalk
Stephanie Morgan, Capita Life & Pensions Ltd
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